Basic concepts
To use exoCortex Core effectively, it helps to master a few recurring concepts.
Ticket
Section titled “Ticket”The ticket is the basic unit of work. It represents a request, an incident, a change, an HR case or any other instance of work. Every ticket has:
- a unique key in the form
{TENANT}-<number>(e.g.ACME-10452); - a type (issue type), which determines its lifecycle and fields;
- a status in its own workflow;
- a priority/severity (from P1 to P5);
- an assignee and a queue;
- any associated SLAs;
- a description and a history of comments (in plain text).
Process
Section titled “Process”A process is a work model structured in stages. Many ticket types are instances of a process: opening that ticket type starts the process and moves it through its stages (e.g. HR Onboarding: HR → IT → Manager → Buddy). The HR and IT processes implemented are listed in HR processes and IT processes.
Domain and service
Section titled “Domain and service”The domain groups services by functional area. The platform domains are: ITSM, HR, NOC, SOC, GRC, GM, ES, SM, CMDB, XDR, ICC. The domain drives routing (which queue/team the request goes to) and visibility.
Queue and team
Section titled “Queue and team”The queue is the container where tickets of a certain kind land, and it is linked to a working team (e.g. NOC_L2, GRP-CS). Routing automatically determines the target queue based on type, domain and rules.
SLA, priority and severity
Section titled “SLA, priority and severity”The SLA defines the target times for acknowledgement and resolution. Priority (P1–P5) is the platform’s single urgency/impact scale. Some SLA schemes are pause-aware: time spent in «waiting for customer» statuses is not counted.
RBAC — roles and permissions
Section titled “RBAC — roles and permissions”Access to hubs, pages and actions is governed by RBAC (Role-Based Access Control). Every user has one or more roles; each role enables a set of hubs, pages and actions. The RBAC model describes in detail what each role can do.