This page provides reference information for Ownself Gather’s configurable options, field types, permissions, and system limits.
Field type
Accepted values
Default
Constraints
Description
Text
Free-text string
Empty
None documented
General-purpose text input. Supports clickable links (URLs must start with https://) and email addresses.
Number
Numeric values
Empty
None documented
Numeric input field.
UEN
Valid UEN format
Empty
System validates UEN format
Unique Entity Number field for organisation identification.
Email
Valid email format
Empty
System validates email format
Email address input field.
Date
Date values
Empty
None documented
Date input field.
Attachment
File uploads
Empty
Supported formats include 7zip. Maximum 100 MB per ZIP file for bulk import.
File upload field. Attachments can be downloaded individually or in bulk as a ZIP file.
Table
Rows and columns of sub-fields
Empty
Each column can have its own field type.
Structured data input with multiple rows. Table cells and rows can be referenced in workflow email templates using {{field_name}} syntax.
Divider
N/A
N/A
Supports field-level permissions (as of 27 November 2025).
Visual separator between fields. Does not collect data.
Ownself Gather provides three default roles. Permissions are fully customisable.
Permission
Admin
Manager
User
View cases Yes
Yes
Yes
Create cases Yes
Yes
Yes
Edit cases Yes
Yes
Yes
Update cases to a final status Yes
Yes
[VERIFY]
Edit cases with a final status Yes
[VERIFY]
No
Delete cases Yes
Yes
No
Delete cases with a final status Yes
[VERIFY]
No
Assign cases Yes
Yes
Yes
Tag cases Yes
Yes
Yes
Update case duration Yes
Yes
No
Export cases Yes
Yes
No
View case duplicates Yes
Yes
[VERIFY]
Resolve case duplicates Yes
Yes
[VERIFY]
View comments on cases Yes
Yes
Yes
Post comments on cases Yes
Yes
Yes
Delete own comment on cases Yes
Yes
Yes
View case email correspondence Yes
Yes
Yes
Send case email correspondence Yes
Yes
Yes
View case audit logs Yes
Yes
No
Export case audit logs Yes
[VERIFY]
No
View case statistics Yes
Yes
No
View customers Yes
Yes
No
Delete customers Yes
No
No
Manage app Yes
No
No
Manage case types, statuses and customer profile Yes
No
No
View app variables Yes
Yes
No
Create and edit app variables Yes
No
No
View and export app variable audit logs Yes
No
No
Manage users, roles and permissions Yes
No
No
Manage API keys and workflows Yes
No
No
View app audit logs Yes
No
No
Export app audit logs Yes
No
No
Import cases Yes
No
No
Category
Scope options
Description
Case Management
All cases, Only cases assigned to me, Only cases created by me, Only cases with at least 1 tag matching user’s tags, Only cases with all tags matching user’s tags
Controls what actions the role can perform on cases. Can be scoped to specific case types.
Customers
N/A
Controls access to the customer profile database.
Admin
N/A
Controls access to app-level settings, user management, workflows, API keys, and audit logs.
Setting
Accepted values
Default
Constraints
Description
Status name
Free-text string
Open, Closed
Must be unique within the app
The display name for the status.
Colour
Colour picker
System-assigned
N/A
Visual indicator for the status in the cases table.
Default status
Toggle (on/off)
Open
Exactly one status must be the default
The status assigned to all newly created cases.
Final status
Toggle (on/off)
Off
Multiple statuses can be marked as final
Terminal status. Cases in a final status may have restricted edit and delete permissions depending on role configuration.
Display order
Drag and drop
Order of creation
N/A
Determines the order statuses appear in dropdown menus.
When enabled under Settings > Case Statuses > More Settings :
Setting
Description
Permission matrix
For each role, define whether the role can view or edit a case when the case is in a specific status.
Status transitions
For each role, define which status-to-status transitions are permitted (e.g., from Open to Closed is allowed, but Closed to Open is not).
Trigger
Description
Case created
Fires when a new case is created from any source
Case status changed
Fires when a case’s status is updated
Case assigned
Fires when a case is assigned to a user
Case field updated
Fires when a case field value changes
Case email correspondence received
Fires when a new inbound email is received on a case
Case tagged
Fires when a tag is added to a case
Case duplicated
Fires when a case is identified as a duplicate
Frequency
Description
Daily
Runs daily during off-peak hours (between 21:00 and 06:45)
Weekly
Runs weekly on a specified day
Monthly
Runs monthly on a specified date
Ad-hoc
Runs on specific selected dates
Option
Description
Cases created/updated yesterday
Applies to cases from the previous day
Cases created/updated in the last week
Applies to cases from the previous week
Cases created/updated in the last month
Applies to cases from the previous month
All cases
Applies to all cases since app creation
Cases approaching duration threshold
Applies to cases nearing their SLA limit (daily actions)
Cases exceeding duration threshold
Applies to cases past their SLA limit
Action
Description
Auto-assign case
Assign the case to specified users. Options: add to existing assignees or replace existing assignees. Supports case variables (e.g., case creator, email address field).
Change case status
Update the case status to a specified value.
Send email
Send a templated email. Supports {{field_name}} variables in subject and body. Supports table cell/row/column references.
Update case fields
Update case field values using spreadsheet-style formulae.
Update app variables
Update app variable values using spreadsheet-style formulae.
Adjust case duration
Reset, pause, or resume the case duration counter.
Send webhook
Send case data to an external system via HTTP POST. Supports JSON and form-data formats. Retries up to 3 times on failure (if enabled).
Generate report
Export case data as a report (scheduled workflows only).
Setting
Location
Description
App name
Apps page > Edit (pencil icon)
Editable by roles with Manage App permission.
App status
Apps page > Ellipse menu
Active or Inactive. Inactive apps are inaccessible to all users.
Publish status
Settings > Publish and Reset App
Draft or Published. Publishing unlocks the Reset App feature.
Service quotas
Settings > Service Quotas
Displays current utilisation. Default user quota: 20 per app. Request increases via support ticket (no cost).
User declaration frequency
Settings > User Declaration Frequency
Monthly or Yearly (IM8 compliance). Default: Yearly.
Audit log export limit
Settings > Audit Log
Date range restricted to 35 days per export due to data size restrictions.
Configured per case type under Settings > Case Types > Edit .
Setting
Accepted values
Default
Description
Duplicate detection period
Number of days/weeks/months
None (disabled)
The time window during which submitted cases are checked for duplicates.
Duplicate identifier fields
One or more case fields
None
The fields used to identify duplicate cases. A case is flagged as a duplicate if it matches all identifier fields within the detection period.
Setting
Value
Description
Outbound sender domain
@ownself.gather.gov.sgAll emails sent from Ownself Gather use this domain (changed from @gather.gov.sg on 5 February 2026).
Inbound forwarding domain
@gather.gov.sgAuto-forwarding rules continue to use the @gather.gov.sg address assigned to each case type.
Email parsing mechanisms
Paragraphs, Line by line, HTML
Three methods for automatically filling case fields from the first email received in a case.
Email variable syntax
{{field_name}}Insert case field values into email subject and body. Supports fallback placeholders: {{field_name}}/[[fallback text]].
