Reference
Service types (domains)
Section titled “Service types (domains)”Requests are routed to one of these service domains:
| Domain | Scope |
|---|---|
| ITSM | IT services (incident, service request, change, asset) |
| HR | Human resources |
| NOC | Network Operations (monitoring/events) |
| SOC | Security Operations (alerts, phishing) |
| XDR | Extended Detection & Response |
| ICC | Incident Command |
| GRC | Governance, Risk & Compliance |
| OPS | General operations |
| CS | Customer Service |
| ES | Employee Services (on-site support, purchases) |
| GM | General Management (ideas/innovation) |
Ticket status glossary (indicative)
Section titled “Ticket status glossary (indicative)”- Open / New — request created, waiting to be taken on.
- In progress — assigned and being handled.
- On hold (customer/approval) — suspended while waiting for input or a decision.
- Resolved — solution applied (waiting for confirmation/CSAT).
- Closed — closed for good.
- Cancelled / Rejected — request withdrawn or not approved.
The actual statuses depend on the process of the request type (Processes).
Operational notes
Section titled “Operational notes”- Visibility of shortcuts, services and filters depends on the tenant configuration and on the user’s permissions/roles.
- Sensitive actions (bank details, signatures) require 2FA verification and are tracked in a tamper-proof way.
- Every request appears in the Inbox and you can follow it until it is closed.