Service Desk

Records

Availability

Recurring weekly availability. Scheduling is allowed when the selected resource is available at the requested date and time.

Attachments

Details

Dashboard

Notifications

My account

Current password New password Confirm

Organization hierarchy

Each normal user has one primary organizational unit. Parent/child units define the operational hierarchy. Creating a unit also creates its default work queue. Audited units are retired rather than hard-deleted.

Users

Assign one primary organizational unit and one business role. Moving a user to another unit is recorded in organizational history.

Business roles & capabilities

A role defines business capabilities and, for administrative roles, authority anchored to each user’s Primary Org Unit. Internal role IDs remain stable when custom roles are renamed.

Role editorName

Business capabilities

Delegated administration — Role based

Administrative authority is defined by this role and anchored to each assigned user’s Primary Org Unit. Assigning this role to a user automatically grants the configured authority within that organizational scope; no separate per-user delegation is required.

Administrative scope Manage users / assign roles Manage work Manage cross-unit access Manage organization View scoped security audit

Cross-unit access rules

Default access follows the user's unit/queue. Explicit DENY overrides ALLOW and inherited queue eligibility.

Include descendants

Work queues

Queues retain departmental responsibility even after a user claims or is assigned the job. Include descendants allows child-unit users to participate in a parent queue.

Include descendants

Work responsibility history

Security & organization audit

Automations & notifications

Durable event and scheduled actions. Definitions come from the governed application release; operational state can be paused or enabled.

Execution history

External integrations

Business-safe outbound deliveries and authenticated inbound receipts.

Governed pause and circuit breaker

Administrators may pause or resume outbound integrations. Repeated provider failures open a bounded circuit that requires a governed reset after cooldown.

Operational alerts

Derived from recorded integration conditions. Alerts resolve when the condition clears.

Acknowledgement reason

Reconciliation

Missing and unresolved recorded outcomes. Replays require an administrator and a reason.

Contract versions

Activate compatible versions, or explicitly approve a breaking change with a reason. Existing delivery evidence keeps its original version.

Endpoint and signing-key rotation

Rotate operator-managed binding references. Secret values are never entered or displayed here.