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Workflow Template

Project Issue Management Workflow

Manages the lifecycle of a project issue from initial report through prioritisation, ownership assignment, resolution planning and execution, verification, and closure — with escalation for high-impact issues or issues that cannot be resolved at the project level.

Someone spots a problem on a project — a supplier delay, a broken deliverable, a scope gap — and it gets flagged in a group chat, then forgotten until it's a crisis. This workflow gives every issue a proper home: it's logged, prioritised, assigned to an owner, worked through a resolution plan, verified, and closed, with automatic escalation if it's too big or too stuck for the project team to handle alone. Your PM and team get visibility into every open issue without chasing updates, and nothing slips through because it can't move to 'Resolved' until someone checks the fix actually worked.

Business Outcomes

  • Faster issue resolution with clear ownership from the moment it's reported
  • Zero issues lost in email or chat because every one gets a tracked record
  • High-impact issues automatically routed to the right people for escalation
  • Verified fixes only — no issue closes without a resolution check
  • Full audit trail of who owned, resolved, and verified each issue

Workflow Steps

Steps

  1. 1
    Create Issue Recordcreate record

    Registers the reported issue as a project_issue record.

  2. 2
    Set Status: Openupdate record

    Marks the issue as Open upon creation.

  3. 3
    PM Assigns Owner and Prioritycreate task

    Project manager reviews the issue, assigns an owner, and sets the priority.

  4. 4
    Persist Owner, Priority, Statusupdate record

    Saves owner and priority to the record and marks it Assigned.

  5. 5
    Assign Owner to Recordassign user

    Assigns the record to the issue owner for handling.

  6. 6
    Route on Impact

    High-impact issues are escalated to program leadership in parallel with normal resolution.

    impact: "High"→Notify Escalation of High-Impact Issue
    Default→Owner Records Resolution Plan and Works Issue
  7. 7
    Notify Escalation of High-Impact Issuecreate task

    Creates an informational task alerting program leadership of a high-impact issue.

  8. 8
    Owner Records Resolution Plan and Works Issuecreate task

    Owner documents a resolution plan, carries out the work, and records resolution notes.

  9. 9
    Persist Resolution Plan and Set In Progressupdate record

    Saves the resolution plan and notes, marks issue In Progress pending verification.

  10. 10
    Set Status: In Verificationupdate record

    Marks the issue as In Verification before the sign-off request.

  11. 11
    Verify Resolution Outcomerequest approval

    Project manager verifies whether the resolution actually resolves the issue.

  12. 12
    Route on Verification Outcome

    Approved verification closes the issue; rejected means it cannot be resolved at project level and must be escalated.

    approval_status: "approved"→Set Status: Resolved
    approval_status: "rejected"→Escalate Issue Beyond Project Level
    Default→End
  13. 13
    Set Status: Resolvedupdate record

    Marks the issue as Resolved after successful verification.

  14. 14
    Notify Reporter of Closuresend email

    Emails the reporter to confirm the issue has been resolved and closed.

  15. 15
    Escalate Issue Beyond Project Levelupdate record

    Marks the issue Escalated and creates a task for program/escalation leadership since it cannot be resolved at project level.

  16. 16
    Create Escalation Taskcreate task

    Assigns the unresolved issue to program leadership for handling beyond the project level.

  17. 17
    Notify Reporter of Escalationsend email

    Emails the reporter to inform them the issue has been escalated beyond the project team.

Fields

  • Reporter Name*
  • Reporter Email*
  • Issue Title*
  • Issue Description*
  • Impact*
  • Urgency*
  • +7 more fields

Forms

Report a Project Issue

7 fields

Data Views

All Project Issues

issue_title, impact, urgency, priority +2 more

Dashboard Widgets

Issue PipelineIssue SummaryIssues by Impact

Recommended integrations

Setup the following integrations to extend workflow capability.

  • Send email in the workflow

    AWS SES logoAWS SES
project issueissue managementproject escalationproject riskPMO

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FAQs

Do I need to build this workflow from scratch?

No, the template is ready to publish as-is. You can go live in minutes and start logging real issues immediately, then tweak steps, roles, or notifications as you learn what your team actually needs.

Can my team customise how issues get prioritised?

Yes, the PM assigns owner and priority step is fully editable — you can change the priority scale, add fields, or adjust who has authority to set priority. You can also edit the routing logic that decides what counts as high-impact.

Who needs access to this workflow?

Typically anyone who might report an issue needs access to create a record, while PMs need access to assign owners and priority, and owners need access to log resolution plans. You control exactly who sees and does what inside assess.one's role settings.

What happens when an issue is marked high-impact?

The workflow automatically routes it to notify the right people at escalation, so leadership or senior stakeholders are looped in without anyone needing to remember to flag it manually. You can set who receives that notification and adjust what triggers it.

How does verification work before an issue is closed?

Once the owner records their resolution plan and works the issue, it moves to 'In Verification' status. Someone then checks the outcome and the workflow routes based on that result — only a confirmed fix moves the issue to 'Resolved', so nothing closes prematurely.

What happens if an issue can't be resolved at the project level?

There's a dedicated escalation path that creates an escalation task and notifies the reporter, so the issue moves up without getting stuck or ignored. This keeps unresolved problems visible instead of quietly dropping off the radar.

Is this suitable for small teams, or only large project environments?

It works for both — small teams get a simple way to stop losing issues in chat threads, and larger teams get the structure and escalation logic needed for multiple concurrent projects. Since you can customise steps and approval logic, it scales to fit your setup.

Does the reporter get updates automatically?

Yes, the workflow includes notifications to the reporter both at closure and at escalation, so they're kept in the loop without needing to chase the PM or owner for status updates.

How long does implementation take?

There's no implementation project — you publish the template in assess.one and it's live in seconds. Your team can start logging and working issues through it straight away, with any customisation done directly in the platform as you go.

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Project Issue Management Workflow | assess.one