The Engagement Workflow

The Engagement Workflow

An engagement is a container for everything you need to configure one customer in your ITSM tool. Inside an engagement, work is organised into sections — each section is a chunk of related configuration with its own page, its own data, and its own approval state.

Sections

The current section list is fixed by TekReady and represents the configuration chapters every ITSM rollout needs:

• Active Directory

• Email Responses

• Groups (and Technicians)

• Service Levels

• Priorities (Impact, Urgency, Priority Matrix)

• Workflows

• Defaults

• TSA Incoming Email

• Incident Categories

• Request Categories

• Notes (HLD Notes + Internal Notes)

You can work on these in any order. The engagement overview page's Section Progress card shows the state of every one at a glance.

Engagement access

Engagements are not visible to everyone with a uControl login. Each engagement has its own membership list, and every page under /tekready/{code}/... is gated by that list.

Membership is managed from the engagement's Members tab by an existing engagement member with the right to add others, or by a uControl admin. Adding a member is logged in the audit trail.

This means the engagement list a user sees is filtered server-side — it isn't just a UI hide. The same filter applies to the integration API: an EasyVista pull (see Integrations — EasyVista catalog sync) needs an API key whose owning user has access to the engagement code in the URL.

The approval state machine

Every section walks through the same four states:

Approval rules

• Forward only. Sections only move forward through the chain (Draft → Submitted → Manager Approved → Final). To go backward, a reviewer must explicitly Reject.

• Reject needs a reason. The Reject form requires a short explanation. The reason lands in the audit trail and is shown to the editor.

• Optional approval notes. Both Manager Approved and Final transitions can carry an optional note ("Holiday list confirmed against the 2026 calendar").

• Manager and Partner are distinct roles. The same person can hold both, but the system records each sign-off separately.

• Edits during review are blocked. Once a section is Submitted, every edit endpoint returns "Locked" until a reviewer rejects it back to Draft.

Sections that don't use the state machine

• Workflows is a roll-up — its status is computed from the state of each individual workflow row, not edited section-wide. To approve workflows, open each workflow's detail page and approve there.

• Notes has no approval flow at all. Both the HLD Notes and Internal Notes textareas save directly. The HLD Notes appear in the generated High-Level Design document — see Generating & Downloading the HLD, which can be generated in five languages (English, French, German, Spanish, Italian). The section is intentionally outside the approval cycle because notes are commentary, not configuration data.

Due dates

Each section (except the Workflows roll-up and Notes) can carry a target delivery date. Set it from the engagement overview Section Progress card, or from the Approval card at the top of any section page. Due dates are independent of the approval state machine — you can revise them at any time, including after Final.

The overview flags any section that's overdue (date past, not yet Final) or due within seven days, so your team knows what to focus on.

Audit trail

Every state change, every edit, every approval and every rejection is captured in the engagement's audit log with actor, timestamp and before / after values. The 20 most recent entries are visible on the engagement overview — the full log is reachable from there. See Approval, Sign-off & Audit Trail for the full picture.