| Watchtower |
Unified attention dashboard — one glance shows what needs you across every module. Counts every status you have, under the name and colour you gave it, so renaming or adding one keeps working. Settings turn off cards you don’t watch and narrow what each count includes |
| Tickets |
Outlook-style inbox with email, WhatsApp, Telegram, Slack, Microsoft Teams, Mattermost and web chat channels, SLAs, a type for every new ticket (a default, plus rules by channel, mailbox, origin, department, subject or requester domain), CSAT (asked in the customer’s own chat, with buttons, where they wrote in on one), canned responses, multi-select bulk actions, snooze, collision detection, AI reply cleanup, and a staff rota you fill by copying — one shift into a block of cells, a whole day or one person’s week onto another, or a whole week at a time — and clear the same way |
| Self-Service Portal |
End-user portal — request catalogue, knowledge, replies, screen recording; works even with no email address. People you create yourself set their own first password from Forgot your password?, so you never handle one. Can be set as the page people land on (System → Branding), with a per-analyst override |
| Tasks |
Kanban board, list, calendar and timeline views for internal work, with scheduled start and end times and a record of time spent that totals across subtasks. Tasks can repeat — daily, weekly, monthly or yearly, on chosen weekdays, on a day of the month including the last, or on a named weekday such as the third Monday — either when you complete the last one or on a fixed schedule, with a preview of every date the settings would produce before you commit to them. Optionally, tasks can carry checklists from the Checklists module, with Critical steps that must be done before the task completes, and can need forms from the Forms module - filled in for that occurrence with a shared draft that two people cannot silently overwrite, linked automatically, checked before the task completes, and carried into the evidence report. A Work view brings a task’s instructions, Knowledge procedures (with the text each occurrence was done against kept for the record), checklists and forms together, with progress and one Complete button |
| Projects |
IT projects built on your tasks - a portfolio of projects, each with its own colour, icon and a health ring worked out from its tasks and target date; a plan of phases, stages or sprints you drag tasks between; run as Simple, Staged (PRINCE2-style) or Agile, and switch method halfway through without losing anything. Project tasks are ordinary tasks, so they show on the Tasks board for the people doing them. A Timeline draws the plan as a Gantt chart - stages as bands, tasks as bars, milestones as diamonds - and you drag them to reschedule; milestones (move day, go-live, sign-off) show on the portfolio card and the Calendar, and one that is missed turns the project amber and tells its manager. Assets, tickets, changes, contracts, CMDB items and articles show the projects they belong to, and People pages list the projects a person is part of. Asset targets count progress straight from Assets - “312 of 480 laptops replaced” - with a burn-up line, and move the health ring when a rollout slips. Templates start a project already planned - an office move, a laptop refresh, a mail migration, a Windows 11 rollout or a service desk improvement come built in - and any project that went well can be saved as one for next time. A lesson becomes a draft Knowledge article, and an issue raises a ticket, in one click. The RAID log tracks dependencies and keeps a decision log (who decided, when and why), any entry can be escalated to the sponsor, and follow-up actions become tasks on the project. Every chart a project manager asks for: a Gantt Timeline with dependencies and the critical path, burn-up and burndown, progress by stage and by project, cumulative flow, task status breakdown, a risk heat map, milestones across projects, budget against actual and earned value (CPI, SPI, EAC). Ask AI on a project opens an AI project assistant that coaches a blank project into shape, keeps a running one on track, proposes changes you apply with one click, and remembers your conversation. Work can be given to a contractor - a supplier from Contracts and a person there - shown on the plan and the board, kept out of Capacity’s load (contractors get a line of their own), listed on the supplier’s People page, and optionally emailed to them when given and when due. A Toolbox on each project offers the tools it is not using yet - a Simple project starts with almost nothing and grows - and a How it fits together page - an interactive map of every part, and a step-by-step walk through a project - shows a beginner how it all connects. Templates carry dependencies, gate checklists and benefits, and the five built-in ones come with them. A stakeholder map (power / interest) with a communications plan sits on the People tab. Reports can draft themselves each week, fortnight or month, and an approved report can be emailed to the project’s people. Project managers get a weekly digest of overdue tasks, and stalled approvals nudge whoever has to decide. A project can be members-only for confidential work. The portfolio and the RAID log export to Excel or CSV. Projects link to problems as well as changes, tickets, assets, contracts, CIs and articles. Stage gates have checklists (documents, named sign-offs, approved changes, and a go-live starter list) and projects hold documents. Projects track their benefits - measured from a baseline towards a target, with review reminders that carry on after the project closes - and the AI drafts a closure report. Any form can propose a project (why, estimated cost, expected benefit), and proposals can wait for an approver before they start. Budgets show spend over time with a forecast of what the project will cost in the end (estimates still to come included), and the overspend tolerance can watch the forecast. Staged projects get change control: baselines of the agreed plan with how far it has drifted since, and change requests approved or rejected before the plan moves (approving can move the target finish and add the cost to the budget). Projects have a priority, the portfolio sorts and switches to a roadmap of every project across the calendar, with a health strip on top; each project has a burn-up of progress over time and a chart of where the money goes; and the judgement calls - what a missed date does to health, the working week, the priority words - are settings. Tasks take an estimate, shown against the time logged, and a Capacity page shows who is over-committed in the weeks ahead - project work and service-desk shifts against the hours they work. Target end dates and stage ends appear on the shared Calendar and move when the plan does, and the project manager’s bell rings when a project changes health, breaches a tolerance or has a stage ending soon - the same moments are Workflow triggers, so a project going red can post to Teams. Report Packs have Projects blocks (status, milestones, top risks) for the board pack, and Watchtower has a Projects card. A stage gate warns about linked changes not yet approved, and a jump in linked tickets after go-live turns a project amber; a project can announce its disruption on Service Status as planned maintenance. A budget tracks planned against actual - lines, contracts, cost centres and logged time at dated hourly rates - with a cost tolerance. In the War Room, Warbot answers questions about projects - which are off track, what dates are coming up - with commands that work even when the AI provider cannot be reached. An AI project manager (optional, your own AI provider) gives a briefing on what needs attention and drafts highlight, exception and checkpoint reports for the project manager to check and approve. Everything is in the REST API too |
| Assets |
Asset register with custody tracking, locations, warranties, QR labels and an in-app camera scanner for stocktakes - with labels you design - lay a label out yourself in a drag-and-drop designer, as you would a slide, with several designs on any size, from Brother and Dymo tape to A4 sheets, printed as a PDF at the label’s exact size, your logo large or in the QR, your own fonts, and names in any language and automatic asset tags in a format you choose, never reused - renamed computers recognised by their serial number instead of arriving as duplicates, a per-person view of who holds what with a printable handover document, vCenter, Proxmox VE, VMware Cloud Director and Intune sync - which can give an unheld laptop to its Intune primary user, matched by Entra object id - (several Proxmox and Director servers each, read-only), plus saved table views — save the columns, sort and filters under a name, share them with a team or everyone, and set one as the view a table opens with (also on Tasks, Calendar and Change Management), and a page that fits each kind of asset — each asset type hides the built-in details and tabs it never uses (no CPU or Devices tab on a monitor) and orders its tabs, without anything stored being touched, and inventory freshness — every software, drive and device list says which tool reported it, how old it is and whether the last collection worked, and a failed collection keeps the last good list instead of wiping it, and connected assets — what is plugged into what, from both ends, confirmed by a person or observed by a tool, with its history, and a review list — two records that might be one machine are shown to a person rather than guessed at, and can be merged with nothing lost, corrected names and models can be protected from being overwritten by the agent, and one maker’s several spellings can be shown as one name, and retired assets - kit that has left the estate (disposed, decommissioned, transferred) keeps its record with the date and reason but leaves the lists, counts and alerts, and a device still reporting is recognised but not changed |
| Checklists & SOPs |
Standard operating procedures as reusable templates - write onboarding, offboarding or a firewall change once, attach it to any ticket, and tick the steps off. Steps can be marked mandatory, ask the analyst for a value (an asset tag, a serial), and suggest which role does them; keyword matching offers the right procedure on a ticket before anybody goes looking. Closing a ticket with mandatory steps outstanding either warns and records an internal note or is refused outright - your choice, enforced on bulk actions, the REST API and workflow automation too. Contributed by Santhosh Srinivasan |
| Knowledge |
Rich-text articles organised in folders, with AI chat, vector search, review workflow, per-audience visibility, documents customers can download from the self-service Help Centre (any one can be held back) and a distraction-free full-screen editor |
| Change Management |
ITIL changes with CAB voting, risk matrix (with a guide to rating likelihood and impact beside the fields, on your own risk policy - your levels, criteria, results and matrix, four levels or five, versioned so a change keeps the scale it was rated on) and post-implementation review - plus approvals you can enforce and prove: every approval tied to exactly what was approved, full history of the plans, an evidence export, approved standard-change templates, and read-only reviewers. A pipeline can attach evidence over the REST API with a key that can do nothing else, and a retry never stores it twice |
| Problem Management |
Root causes behind recurring incidents, known errors, AI-assisted RCA |
| Workflows |
Cross-module automation — visual canvas, 138+ triggers, outbound webhooks, AI co-author, and on a multi-company install a workflow per company or shared by all |
| CMDB |
Typed configuration items with relationships, impact analysis and AI summaries |
| Network Mapper |
Architecture diagrams where every node is bound to a real CMDB object |
| Calendar |
Team calendar with categories, and an iCal feed for your phone |
| Morning Checks |
Daily infrastructure health checks with optional groups routed to a team or analyst, raise a ticket or task from any check, trend charts and PDF export |
| Reporting |
System logs, audit trails, an Intune device dashboard with drill-down, and Report Packs - designed reports with blocks for tickets, Service Status, software, assets (including those retired in the period), projects and Change Management |
| Software |
Software inventory from an agent script, plus licence management |
| Forms |
Dynamic form builder with AI assist, section headings, notes, warnings and images, tables a person adds rows to, conditional questions, versioning and submissions reporting. Half-finished forms can be saved as a draft and picked back up later, on the analyst side and in the portal. Fields can sit side by side on a line and stack to one column on a phone. Say what happens when a form is used — raise a ticket, send an email, call a webhook — separately for when it is submitted, approved or rejected. A catalogue request can wait for approval - from a named person, or from a team where a set number of different members must agree, with the requester never approving their own. Keep a submission as a PDF carrying your own logo, the answers and who approved it — one at a time, or tick several and take them as separate files or a single bundle. Group several forms’ submissions into a collection such as “Staff Survey 2026”, and close it when the exercise is over — what closing does is yours to choose, and a submission remembers the collection it was filed under even if the form is later paired elsewhere |
| Contracts |
Supplier and contract lifecycle, plus an AI-powered RFP Builder, contracts with customers as well as suppliers (a company, a person, or both — seen only by analysts who can see that company, unless you choose otherwise), and equipment covered by a contract — link phones, SIMs, routers or hardware to the agreement that covers them, visible from both the contract and the equipment, with an equipment report you can print, download as CSV or email |
| Domains |
A register of every domain name you hold, per company: registration and expiry dates filled in from the registry (RDAP, with WHOIS for the rest), a security grade from A+ to F with plain-English advice covering locks, DNSSEC, SPF, DKIM, DMARC and certificates, change detection for hijacks, optional Certificate Transparency and look-alike domain watches, registrar accounts and encrypted auth codes, the customer each domain is looked after for (a person, or a supplier or one of its contacts) and its technical contact (one of your analysts, or a supplier contact), renewal alerts sent as one digest per person, or raised as a task or ticket, and connections to the CMDB items, tickets, runbooks and contract that go with each domain - with Service Status told (or raising the incident itself) when a domain or its certificate lapses, certificate renewals on the Calendar and Watchtower, a right-click menu in the register, and internal domains - an intranet or internal application is never sent outside the network (no public DNS, registry, CT or look-alike scan) and gets a health from this server’s own DNS instead of a grade, with the certificates on the internal websites you list checked - host and port, your own certificate authority trusted through a trust profile, and only within the networks and ports an administrator permits |
| People |
One page per person and per company, from every module at once, and an organisation chart of who reports to whom, as a tree or a chart you can export: the tickets someone raised, the equipment they hold, contracts and domains where they are the customer, their courses and the forms they submitted, plus their manager and the people who report to them. Suppliers and their contacts have pages too: a supplier’s contacts, contracts, the equipment bought from it and every domain it is registrar, customer or technical contact for - shown here and still kept in Contracts, so a supplier’s contact never becomes somebody who can sign in. Each section appears only to analysts who can open the module it comes from, and only for companies they can see. Find anyone from ⌘K |
| Starters & leavers |
Everything that has to happen when someone joins, moves or leaves, from one case. A template sets out the steps - order the laptop, create the account, collect the badge - each given to a team or analyst and due a number of days before or after the first or last day; opening a case turns them into tasks in Tasks, so the work is on each team’s board and progress is read straight back. Kit is issued and recovered through Assets (Recover can retire it), a leaver is switched off in Users in one click. Your own questions come from Forms: a manager can request a starter in the portal and the case opens itself, picking the template from the answers (“Department is Dispute Resolution” → Legal starter), adding only the steps the answers call for (DMS access, a private mailbox, a laptop) and filling each step’s wording from them, with every answer one click from the clipboard. Documents attach to the case, and the person’s People page lists their cases. Opening and closing a case are Workflow triggers, so HR can be emailed or a chat channel told without any code. Built entirely from the modules you already use |
| Files |
Secure file and folder sharing on a desktop that works like Windows - desktop icons, a taskbar with live previews of minimised windows, a start menu, and Explorer windows with a folder tree, icons and details views, a filter box, right-click menus, cut/copy/paste and drag and drop. Shortcuts to files, folders and Knowledge articles - an article shortcut opens a preview window with a button through to Knowledge, and only people who can read the article see it. Search and the filter box take * and ? wildcards (*.png). Upload files of any size (they go up in pieces, past PHP’s limits), keep every version with its SHA-256 fingerprint, and download with resume. Private until shared: permissions on folders for people and teams at five levels (View, Download, Upload, Modify, Full control), inherited down the tree unless a folder stops inheriting, and a folder you cannot see does not exist for you. Every action is audited - opening a folder, downloading, uploading, renaming, moving, permission changes and refusals - with who, when and from where. Open files without downloading them - PDFs (Mozilla pdf.js), Word documents, spreadsheets, images, video and text - and browse inside zip files, opening anything in them. View-only people can look but not take a copy, and a per-folder watermark stamps the viewer’s name, the time and their IP address across whatever they open. Files are stored as dated, randomly named .bin files the web server never serves. Each person picks their desktop colour and whether the top bar shows; the corner logo is the company’s own (System -> Companies) or the organisation’s. Phones get a plain list instead of a desktop |
| Service Status |
Service health dashboard driven by incident tracking, plus internal notes and external updates on an incident — publish a timeline to the self-service portal while keeping troubleshooting private |
| War Room |
Chat on your own server for when Teams, Slack or the internet are down — channels, direct messages, search, attachments, and an AI situation report that drafts the update to the business |
| LMS |
Author courses in-app (with AI) or upload SCORM; assign to learning groups, take them, and track progress by course, group, analyst or status; competency tests for job candidates |
| Process Mapper |
Flowchart builder with swimlanes, custom step types and Mermaid export |
| System |
Administration — analysts (with leavers handled properly: hand their open work on, then deactivate, anonymise or delete), teams, roles, encryption, database verify, demo data, and your finance department’s cost centres |
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