Governance Profiles
Governance in FlowPSA is enforced at runtime, not left to an honor system. Pick a profile and the desk follows it.
Acme MSP runs the default Balanced MSP profile for most clients and switches to Strict ITIL for a regulated client such as Acme Corp when its contract requires it.
The profiles
| Profile | For | WIP cap | Resolution rigor |
|---|---|---|---|
| Strict ITIL | Regulated desks | 5 tickets | Root cause on high and critical, device link, knowledge citation, completed tasks, closed changes, time before resolve |
| Balanced MSP (default) | Most managed service teams | 8 tickets | Completed tasks, closed changes, documentation; SLA pauses while waiting on the client |
| Rapid Agile | High-velocity teams | 15 tickets | Non-blocking tasks and flexible documentation |
| Custom | Specialized desks | Your choice | Tune each lever |
The levers
Resolution gate. Require a root cause on major incidents, a knowledge citation, a FlowRMM device link for hardware tickets, completed tasks, and closed change requests. See The Resolution Gate.
Workforce. Set a work-in-progress cap per technician, require a time entry before resolving, require a reason for non-billable time, enforce Smart Dispatch, and auto-start the Omni-Timer when a ticket opens.
SLA and outages. Flag stale tickets after a set number of idle days, warn at a percentage of the SLA budget, pause the SLA clock while waiting on the client, set the minimum priority for a major incident, and require a named incident commander.
Client communication. Require review of customer notes, add a compliance footer to outbound email, and set a default desk signature.
Exemptions
A named person can exempt a single ticket from the gate with a reason, for work like an HR request that has no technical footprint. Every exemption is audited with the checks it skipped. Agents cannot exempt themselves.
Portability
Admins can export a profile as JSON, import it into another tenant, or reset to the recommended defaults. Agents can read governance settings; changes still require admin authority.
Related guides
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