Service Requests Overview

The GreenITco ITM Service Desk Management module is designed to help organizations centrally manage employee queries, service requests, incidents, and IT support operations through a structured ticketing system. It forms part of the broader IT Service Management platform and provides a centralized environment where users can raise their requirements, technicians can manage and resolve tickets, and organizations can monitor service activities through defined workflows.

The Service Desk provides users with multiple channels through which they can raise tickets and service requests. These channels include portal forms, email, mobile applications, AI chatbot, WhatsApp, and Microsoft Teams. By supporting multiple channels, the system provides users with different options for communicating their issues and requirements while bringing those requests into a centralized service management environment.

The Service Desk module is focused on managing the complete ticket lifecycle. Once a user raises a ticket, the system can support processes such as ticket automation, technician assignment, approvals, escalation, scheduling, and problem management. These capabilities help organizations establish a structured process for receiving, assigning, managing, and following up on service requests and incidents.

The platform provides a centralized ITSM environment where service requests and employee queries can be managed along with other IT operations. The Service Desk is integrated with the broader ITM platform, which includes capabilities such as Asset Management, Patch Management, Procurement Management, Change Management, License Management, Live Monitoring, Reporting, RFID, Scheduled Maintenance, Mailroom Management, and compliance. This integration allows service-related activities to operate within the same overall IT management environment.

The Service Desk supports ticket workflows that help organizations manage service requests in an organized manner. Tickets can be assigned to appropriate technicians or teams, and the system supports approval mechanisms, escalation processes, and scheduling. This provides a structured workflow for handling employee queries and service-related requirements rather than depending on informal communication or manual tracking.

The module also supports AI-driven automation as part of the ITSM environment. AI and automation capabilities are included in the platform to support service processes and help manage tickets more efficiently. The platform's support for an AI chatbot also provides users with an additional channel for raising or interacting with service requests.

The Service Desk also supports approval mechanisms within service workflows. Depending on the configured process, requests can be routed through appropriate approval stages before the required action is carried out. This provides organizations with greater control over service-related activities and helps align ticket handling with organizational processes.

The platform also provides support for escalation and scheduling. Escalation mechanisms can be used as part of the service management workflow, while scheduling helps organize activities that need to be performed by technicians or support teams. These capabilities form part of the structured service management process provided through the Service Desk module.

The Service Desk is also connected with problem management, allowing service-related issues to be managed beyond individual tickets where required. The platform includes Problem Management as one of its supporting ITSM capabilities, helping organizations manage service-related operational requirements as part of the broader IT service management process.

The ITSM environment also supports SLA management, which provides a structured approach to managing service commitments and ticket-related service processes. Together with automation, approvals, assignment, escalation, and scheduling, SLA management contributes to a more organized service delivery process.

The Service Desk operates within a platform that supports role-based access control. This allows access and responsibilities to be organized according to the roles and privileges configured for the organization. The system can also support company-wise and location-wise access, which is useful for organizations operating across multiple companies, locations, departments, and user groups.

The implementation of the Service Desk can be configured according to an organization's structure. The platform supports multiple companies, locations, departments, employees, and users, allowing service management operations to be organized according to the organization's requirements. Company and location management, employee and user import, roles, privileges, device management, ticket setup, and company-wise access can all be configured as part of the implementation.

The Service Desk also works together with Asset Management. Since the ITM platform maintains information about assets, users, locations, devices, licenses, maintenance, and asset history in the same centralized environment, service-related operations can exist alongside the organization's asset information. This creates an integrated IT management environment where asset and service operations are managed through the same platform.

The platform provides dashboards, reports, custom reports, automated reports, and reporting automation to support operational monitoring. These capabilities are part of the wider ITM environment and can be used to monitor and report on IT operations and service management activities.

The Service Desk is intended to reduce dependency on manual service tracking by providing a centralized system for managing employee queries and service requests. Instead of maintaining service-related information across separate communication channels, the platform brings requests into a structured ITSM environment where tickets, assignments, approvals, escalation, scheduling, and problem management can be handled as part of defined processes.

The platform also provides multi-channel support, enabling users to interact with the Service Desk through the channels available to them. Portal forms, email, mobile applications, AI chatbot, WhatsApp, and Microsoft Teams provide different methods for submitting service requirements while allowing the organization to manage those requests through its centralized Service Desk system.

Overall, the ITM Service Desk Management module provides a centralized platform for managing employee queries, incidents, service requests, ticket workflows, technician assignments, approvals, escalation, scheduling, SLA management, automation, and problem management. Its integration with Asset Management and other ITM modules allows organizations to manage service operations together with assets, users, licenses, maintenance, procurement, change management, patch management, live monitoring, reporting, and compliance within a unified IT management environment.

The ITM/ITSM Approval Workflow enables organizations to configure approval processes for different types of service requests, tickets, procurement activities, and IT requirements.

The workflow can be configured based on the organization's approval hierarchy, such as group approval, level-by-level approval, manager approval, location-based approval, department-head approval, minimum approval, and system-based approval.

The objective is to ensure that requests are routed to the appropriate approvers automatically, providing better control, accountability, and standardization of IT processes.

The Ticketing & Maintenance Management module provides a centralized platform to manage maintenance activities, breakdown incidents, scheduled preventive maintenance, and service requests.

The solution enables organizations to define maintenance categories and sub-categories, associate maintenance activities with specific

machines/assets, assign tasks to internal or external personnel, and monitor the complete maintenance lifecycle.

The system also integrates scheduled maintenance with ticketing, allowing a ticket to be automatically generated when a scheduled maintenance activity is marked as unsatisfactory or a problem is identified.

The Ticketing Module provides an automated AI-enabled service ticketing system within the same portal used for Asset Management. Users do not need a separate portal or login; the existing Asset Management login can be used to access the Service Ticket option.

The module provides a centralized dashboard for administrators, technicians, and users to manage service tickets. It supports ticket classification, department-based access, multiple organizations, approvals, dynamic forms, automated ticket assignment, escalation, AI-based responses, technician performance tracking, and reporting.

The system also allows tickets to be associated with devices assigned to users, so users can select their assigned device while raising a ticket. The ticket is then logged against that device.

The implementation also includes email notifications, acceptance/rejection workflows, mail template management, and consolidated reporting, allowing organizations to improve communication, maintain asset accountability, and monitor user and asset information from a centralized system.

The discussion focused on issues related to ticket creation from emails, particularly cases where multiple emails are being received with the same or similar subject line but are resulting in unexpected ticket behavior.

The main concern raised was that multiple separate emails sent at different times, including emails with the same subject line and attachments, were appearing under a single ticket instead of creating separate tickets. The discussion also covered the possibility of duplicate ticket creation and the conditions used by the system to identify, merge, or create tickets.

The team discussed reviewing the existing email-to-ticket logic, particularly the subject-line condition, and isolating the exact behavior before applying a solution.

Change Management is a module within the GreenITco ITM platform designed to provide a structured process for creating, planning, reviewing, approving, implementing, and tracking changes within an organization. It helps organizations manage changes in a controlled manner by maintaining information such as the reason for the change, its expected impact, rollout plan, fallback plan, approvals, and current status.

The Change Management module provides a centralized process for managing change requests. A change can be documented with the required details so that the responsible teams and approvers have the necessary information before the change is implemented. The system supports defining the change reason, impact, rollout plan, and fallback plan as part of the change request.

The module supports change planning and impact analysis, allowing organizations to document the expected impact of a proposed change before it is implemented. This provides a structured way to review the change and understand the potential effect associated with it. The platform documentation also identifies risk analysis and impact analysis as part of its Change Management capabilities.

A rollout plan can be defined for a change to describe how the change is expected to be implemented. Along with the rollout plan, a fallback plan can be maintained so that the organization has a defined approach for handling the change if it cannot proceed as expected.

Change Management also includes an approval workflow. Approval requirements can be configured according to the organization's process. The module supports CAB (Change Authority Board) approvals, where the configured Change Authority Board can review and approve change requests.

The approval process can also be configured based on organizational requirements such as location and group level. This allows different approval workflows to be applied depending on the location, group, or other configured requirements associated with the change request.

The system also supports email-based approval notifications. Approvers can receive notifications through email and can use the supported email approval workflow to approve, reject, or add comments to a change request. This helps keep the approval process connected with the change record without requiring every approval activity to be performed manually within the portal.

Change Management also supports status tracking, allowing the progress of a change request to be monitored throughout its process. This provides visibility into the current state of the change and helps organizations maintain a structured record of change-related activities.

The Change Management capability is part of the broader ITM platform, which provides an integrated environment for IT Asset Management (ITAM), IT Service Management (ITSM), procurement, compliance, and other IT operations. Change Management workflows are included alongside capabilities such as Asset Management, Service Desk, Patch Management, Live Monitoring, Remote Desktop, and other modules.

The platform documentation also identifies CAB Process, Risk Analysis, Impact Analysis, ITIL Process, Compliance Management, and Change Management as supporting capabilities within the ITM Service Management environment.

Overall, Change Management in GreenITco ITM provides a controlled and structured approach to managing organizational changes. It brings together change requests, change reasons, impact information, rollout planning, fallback planning, configurable approval workflows, CAB approvals, email-based approvals, location/group-level approvals, and status tracking within a centralized system. This provides organizations with a consistent process for reviewing and managing changes before and during implementation.

Problem Management is a capability within the IT Service Desk / IT Service Management (ITSM) functionality of the GreenITco ITM platform. The ITM platform provides a centralized environment for managing employee queries, service requests, incidents, and IT support operations. Problem Management is included as part of these service management capabilities.

The IT Service Desk allows users to raise queries and service requests through multiple channels, including portal forms, email, mobile application, AI chatbot, WhatsApp, and Microsoft Teams. The platform supports ticket automation, technician assignment, approvals, escalation, scheduling, and Problem Management.

Problem Management works within the broader ITSM environment, where service-related issues and requests can be centrally managed through the ITM Portal. The platform also provides centralized dashboards for administrators, technicians, and users to manage service tickets, along with ticket classification, department-based access, approvals, dynamic forms, automated assignment, escalation, AI-based responses, technician performance tracking, and reporting.

The ITM platform can also connect service and maintenance activities with ticketing. For example, when a scheduled maintenance activity is marked as unsatisfactory or a problem is identified, the system can automatically generate a ticket for further handling.

Therefore, within the available source information, Problem Management can be understood as part of the centralized ITSM and ticket-management environment used to manage and address identified service-related problems.

Key features

Ticketing / Service Desk

• Service ticket creation through the portal.
• Email-to-ticket functionality.
• Ticket categorization and filtering.
• Technician and administrator access.
• Auto-allocation of tickets based on location, category or technician group.
• Ticket dashboard and technician performance monitoring.
• Escalation and status tracking. Features for Asset Management
• Digital Audit: Users must accept/reject assigned assets via email notifications.
• Agent-based Data Collection: Non-AD agent fetches BIOS, OS, hardware, software, and usage details automatically.
• Warranty Integration: Auto-fetch from OEM partners (Dell, HP, Lenovo, etc.), with manual fallback.
• Patch Management: Detect and remotely deploy missing patches.
• Barcode & Mobile App: Assets labeled with barcodes, scannable via mobile app for updates.
• Accessories & Consumables: Track peripherals, consumables, and license compliance.
• Live Monitor: Monitor websites, applications, and IP cameras for uptime.
• Reports: 250+ built-in reports plus custom report creation and auto-trigger scheduling. Feature of Asset management
• Asset Check-in / Check-out
• User acceptance workflow
• Accept/Reject functionality
• Check-in/check-out reasons
• Asset movement tracking
• Email Notification & Templates
• Acceptance/rejection email notifications
• Email template customization
• Alternate/personal email ID for notifications
• Asset Summary Dashboard
• Opening and closing stock
• Daily check-in/check-out information
• Ready-to-deploy assets
• Asset activity and summary reports
• User Management
• User activation/inactivation
• User status synchronization
• Asset allocation against users
• Handling assets assigned to inactive users
• Google Workspace Integration
• User synchronization
• Inactive user handling
• Automatic user status updates
• Inactive User & Asset Reporting
• Identification of inactive users
• Assets assigned to inactive users
• Support for F&F/employee exit processes
• Google Sheet / Inventory Integration
• Inventory data sharing
• Assigned user and asset information
• Requirement for live/regular data updates
• Asset Summary Dashboard
• Provides an overall view of asset information.
• Supports filtering and date-range-based analysis.
• Device Listing & Asset Details
• Device listing provides detailed asset information.
• Users can filter devices by model, status and date range.
• Network Inventory / Agent-Based Data
• Device information such as serial number and OS details can be fetched through the agent/network inventory.
• Serial number corrections depend on the information detected from the device.
• OS & Software Information
• Device data includes OS information such as Windows 10/11 Pro and Enterprise versions.
• Export reports can include OS/build and software/license-related details.
• User & Asset Assignment
• Assets can be associated with assigned users.
• User-related information such as department, username and designation was discussed for asset reporting and checkout.
• Export Reports
• Device and asset information can be exported.
• Requirements were discussed for including additional fields such as assigned user, designation, OS information, license/build details and other asset attributes.
• Custom Fields
• Custom fields can be configured for asset/device information.
• Mandatory custom fields and location-related fields were discussed.
• Location Management
• ITFR/location information can be maintained against devices.
• Location can be configured as a mandatory field and updated manually where required.
• Warranty Management
• Warranty information such as OEM warranty, AMC expiry date, contract date and warranty status was discussed.
• Warranty details can be updated against devices, including through API/backend integration where applicable.
• Azure AD Device Information
• Azure AD Device ID was discussed as an asset/device information field.
• Asset Status & Scrap Tracking
• Device status can be filtered and reviewed.
• Scrap assets can be identified using status and date-range filters.
• Dashboard Category Filters
• Dashboard filtering by asset category and date range was discussed to help analyse asset counts and movement.

Network Inventory

• Discovery and collection of device information.
• Hardware and software inventory.
• Installed software identification.
• Network/IP range mapping with locations.
• Tracking of changes in machine configuration.
• Identification of installed applications/software.

Software & License Management

• Maintain software license information.
• Manual license entry and license information through network inventory.
• Track license quantity and usage.
• Identify software/license compliance status.
• Identify unauthorized or potentially pirated software.

Asset / Device Management

• Centralized management of IT devices and assets.
• Device assignment to users and locations.
• Device check-in and check-out.
• Device transfer and location management.
• Asset history and related information.
• Warranty, maintenance and repair information.
• User-wise view of assigned devices and components.
• Hardware Inventory
• Computer/Host Name
• IP Address
• MAC Address
• Serial Number
• Operating System
• Processor information
• BIOS information
• Software Inventory
• View installed software across devices.
• Software version details.
• Publisher information.
• Software installation details.
• License Details
• Search for specific licenses.
• Identify the machines where a particular license/software is installed.
• Multi-select software/licenses for reporting.
• Filter the data before downloading.
• RAM & Hard Disk Reports
• Organization-wide RAM report.
• Hard-disk/SSD information report.
• Reports can be viewed and downloaded based on the required permissions.
• Filtering & Export
• Apply filters based on software/license requirements.
• Download filtered or complete organization-level data.
• Helps avoid manually checking individual machines.
• Role-Based Report Access
• Specific reports and download options are controlled through permissions.
• Required report access can be enabled for users based on their role.
• Planned Additional Inventory Reports
• Processor report.
• Graphics card/display adapter report.
• These were identified as additional requirements for a future release.

Features for Schedule / Preventive Maintenance

• Schedule regular maintenance activities.
• Define maintenance frequency such as daily, monthly or yearly.
• Assign maintenance tasks to technicians.
• Track planned, ongoing and completed activities.
• Technician mobile application support.
• Approval workflow and completion tracking.
• GPS-based proof/location tracking was also discussed.
• Scheduled Maintenance
• Users can create and manage planned maintenance activities by defining:
• Maintenance type
• Maintenance duration
• Expected completion/closing date
• Reference guide
• Projected maintenance cost
• Maintenance plan
• Maintenance plans can subsequently be assigned to relevant devices or assets.
• Assigned personnel can view their scheduled maintenance activities and monitor:
• Ongoing tasks
• Delayed tasks
• Task completion
• Weekly tasks
• Monthly tasks
• Yearly tasks
• Completed tasks
• Maintenance costs
• Mobile Application Support
• Maintenance personnel can access assigned scheduled maintenance activities through the mobile application and update task-related information, including maintenance costs incurred during the activity. Features for Accessories & Consumables
• Manage accessories such as chargers, keyboards and mice.
• Check-in/check-out of accessories.
• Track available quantity and history.
• Maintain consumable inventory such as paper, pens and other items.
• Set thresholds and trigger notifications.
• Bulk import and manual entry options. Features for Component Management
• Manage internal and external components.
• Track components such as hard drives, RAM and keyboards.
• Associate components with devices.
• Maintain component history and information.

Features for RFID / Physical Asset Tracking

• RFID tags can be attached to physical devices.
• RFID readers can detect devices at entry/exit points.
• The system can identify whether a device is authorized to leave a designated area and trigger an alert where applicable.

Features of Live Monitoring

• Monitoring of devices and infrastructure such as:
• IP cameras
• Servers
• Websites
• Provides visibility into the live status of monitored entities.

Features for Patch Management

• Remote software installation/removal.
• Patch and system updates.
• Reduced dependency on manual intervention for updates.
• Patch Management was specifically discussed for both Windows and
• MacBook environments.

Asset Management

The platform provides centralized management of assets throughout their lifecycle, including statuses such as Ready to Deploy, Pending, Deployed, Scrap, Lost, and Out for Repair. Features include:

• Asset creation and management
• Bulk asset import through Excel
• Asset status tracking
• Asset assignment to users
• Asset check-in/check-out
• Asset transfer between locations/users
• Asset history and audit trail
• Asset tagging and label printing
• Location-wise asset tracking
• Asset maintenance tracking
• Accessories and consumables association
• Manage IT and non-IT assets (laptops, servers, ACs, furniture, RFID devices).
• Agent-based monitoring for automatic asset details.
• Real-time dashboards showing asset statuses (active, inactive, repair, compliant, non-compliant).
• RFID integration for tracking asset movement across locations.

B. Agent-Based Asset Discovery

The agent automatically collects machine information and regularly updates the portal. The captured information includes:

• Manufacturer and model
• IP and MAC address
• Serial number
• Operating system
• Processor
• BIOS information
• Memory and storage
• Installed software
• Drivers and adapters
• Connected monitors and other device information The system supports different deployment scenarios, including Active Directory/Azure-connected machines and Non-AD machines.

C. License Management

The system provides visibility into license availability, utilization, expiry, and compliance. It can identify situations where licenses are over-utilized or non-compliant. Features:

• License inventory
• License assignment
• License utilization
• License expiry tracking
• Compliance monitoring
• Over-utilization identification
• Available vs. utilized license visibility
• Track all software and digital licenses per location
• Monitor license expiry, non-utilized licenses, and upcoming renewals
• Monthly and daily automated alerts for expiring licenses
• Support for subscription-based SaaS licenses (e.g., AWS, Microsoft 365, and others)

D. Warranty Management

Warranty information can be maintained manually, while warranty information can also be fetched through supported OEM integrations. The demo specifically mentioned OEMs such as HP, ASUS, Acer, Lenovo, and Dell.

E. Patch Management

Patch Management enables administrators to manage patches and software remotely, including deployment and uninstallation activities.

F. Maintenance Management

The platform supports scheduled and preventive maintenance activities. Features include:

• Maintenance planning
• Scheduled maintenance
• Assignment of maintenance tasks
• Maintenance history
• Task status tracking
• Cost tracking, where required
• Recurring schedules such as daily, weekly, monthly, quarterly, or yearly

G. Asset Transfer Management

Assets can be transferred between users or locations through a controlled transfer process. The system can update the asset's location and accountability after the transfer is completed.

H. RFID / Location Tracking

The solution supports asset movement and tracking using RFID-based approaches, with the ability to track device movement through defined RFID gates where implemented.

I. Ticketing / ITSM

The ITSM module supports ticket creation through multiple channels, including:

• Email
• Portal
• Mobile application
• WhatsApp
• Microsoft Teams Tickets can be automatically assigned based on department, category, or location, with automation available for high-priority ticket escalation.

J. AI & Automation

The demo discussed AI-enabled capabilities such as:

• AI bot-assisted ticket creation
• Automated responses
• FAQ/knowledge-based responses
• Ticket summarization
• Automated ticket allocation
• Escalation automation
• Technician performance insights

K. Reporting & Dashboard

The platform provides dashboards for overall asset and license visibility, along with 250+ reports and options to create customized reports. Reporting capabilities include:

• Asset reports
• Location-wise reports
• Custom reports
• Ticket reports
• Automated scheduled reports
• Email-based report distribution
• User-wise and department-wise report delivery Features for Service Desk Management
• AI-Driven Ticketing: Agentic AI chatbot trained on business logic to auto-resolve queries.
• Multi-Channel Ticketing: Raise tickets via email, portal forms, mobile app, Teams, or WhatsApp.
• Auto Allocation: Tickets distributed by location, department, or category.
• Technician Live Status: Monitor technician availability and activity.
• Problem Management: Track impacted devices and tickets.
• Scheduler & Triggers: Auto-generate tickets or escalate VIP tickets.
• Approval Workflow: Define manager, group, or location-based approvals before ticket creation.
• Dynamic Forms: Custom forms for capturing detailed user requests.
• Location-wise and store-wise compliance dashboards
• License utilization and expiry reports
• Asset status and movement reports
• Contract and document expiry tracking reports
• Customizable dashboards per team or department

Ticket Creation for Breakdowns

Users or technicians can raise breakdown tickets by selecting:

• Department
• Problem Category
• Sub Category
• Relevant device/machine
• Breakdown details The ticket is then generated in the system for further resolution. Category and Sub-Category Configuration The system allows organizations to configure maintenance/ticketing categories and sub-categories according to their requirements.

1 IT & Non-IT Asset Management

• Track all IT assets (laptops, computers, servers) and non-IT assets (AC units, chairs, tables, RFID readers, furniture) across all store locations
• Multiple asset statuses supported: Active, Deployed, Pending, Under Repair, Under Compliance, Non-Compliant, Inactive
• Bulk data import via Excel for one-time onboarding of store assets
• Automatic hardware and software detail capture via installed agent on laptops and computers

2 Store & Location Management

• Manage each store as a separate location with its own asset inventory and compliance status
• View store-wise asset status in real time: Open, Deployed, Pending, Under Maintenance
• Configure store-specific naming conventions for standardized asset identification
• Support for expansion — scalable to 2,000+ store locations

3 Document Management & Compliance Automation

• Upload and store all store-related documents (agreements, licenses, certifications, compliance records) against each location
• Set document expiry dates with automated email alerts for upcoming renewals
• Track compliance status per store — Compliant / Non-Compliant / Under Review
• Maintain complete document history for each store location
• Reduce manual effort for compliance teams managing large numbers of stores

4 Contract & Agreement Management

• Store and manage all contracts and agreements location-wise
• Define contract categories (e.g., vendor agreements, AMC contracts, lease agreements, cyber/digital license agreements)
• Automated renewal triggers sent to admins and super admins before contract expiry
• Link contracts directly to specific assets or store locations
• Breach alerts: If a contract agreement expires without renewal, the system automatically notifies the relevant stakeholders

6 Schedule Maintenance Management

• Define and schedule preventive maintenance plans for assets at each store (e.g., AC servicing, equipment maintenance)
• Automated scheduling and reminders for maintenance activities
• Assign maintenance tasks to field engineers with GPS-tagged job completion confirmation
• Mobile app (Android & iOS) available for field teams to update maintenance status on the go

7 Warranty & AMC Tracking

• Track warranty expiry for all assets per store location
• Manage AMC (Annual Maintenance Contract) renewals with automated alerts
• Upcoming maintenance and AMC expiry notifications sent to admins in advance

8 RFID & Device Movement Tracking

• RFID integration for real-time asset movement tracking across store locations
• Monitor assets moving in and out of each store location
• Gate-level configuration for tracking movement at entry and exit points
• Real-time device movement alerts and location history

9 Role-based Access Control

• Define multiple user roles: Super Admin, Admin, Normal User, Store Manager, Compliance Officer
• Department heads and store managers can access their respective store data independently
• Granular permission settings for data viewing, editing, and reporting

Compliance & Documentation

• Upload and manage compliance documents centrally.
• Automated alerts for expiring licenses, warranties, and contracts.
• ISO/NDA compliance support with audit trails.
• Custom naming conventions and workflows for Spinny’s standards.

Project & Store Management

• Centralized control of multiple stores/projects.
• Automated maintenance scheduling for equipment.
• Document storage and history linked to specific stores/projects.
• Real-time monitoring of operations and asset movement.

Service Desk Integration

• Integrated ticketing system linked to asset management.
• Auto-generate tickets for compliance breaches or maintenance tasks.
• Notifications via email for contract breaches or compliance failures.
• Scalable to handle thousands of users and stores simultaneously. Features of Procurement

A. Purchase Request / Requisition

• Create purchase requests with required procurement details.
• Capture supplier, item, quantity, pricing, and other relevant information.
• Support requests containing single or multiple items.
• Generate a requisition form from the system.
• Maintain the request throughout its procurement lifecycle.

B. Multi-Level Approval Workflow

• Configure level-by-level approvals.
• The next approver receives the request after the previous level approves it.
• Support multiple approval levels such as:
• Department Head
• IT Head
• Final/Partner-level approver
• Approval and rejection actions are available as part of the workflow.

C. Approval Email Notifications

• Trigger email notifications to respective approvers.
• Approval notifications are generated as the request progresses through the workflow.
• Rejection notifications are also supported.
• The discussion specifically covered sequential notification requirements and approval-stage email behavior.

D. Supplier & Quotation Management

• Capture supplier information.
• Add and manage quotations against purchase requests.
• Capture quotation-related information such as price and quotation validity/required-before details.
• Update quotation information where applicable.
• Maintain supplier and quotation details as part of the procurement record.

E. Budget Management

• Associate purchase requests with departments/budgets.
• Support procurement for a particular department or a common department/budget when purchases are applicable to multiple departments.
• Deduct the purchase amount from the relevant department budget after completion.
• Provide better visibility into which department budget was utilized.

F. Attachment & Document Management

• Attach supporting documents to purchase requests.
• Support quotation documents, PDFs, images and other supporting files.
• Display relevant attachments as part of the procurement documentation.
• The requirement also covers presenting images/documents in a consolidated format for downstream ERP/audit purposes.

G. Multiple Item Handling

• Allow multiple products/items within a single purchase request.
• Display item details for each requested product.
• Maintain item descriptions and associated quotation/attachment information.
• The meeting specifically identified the requirement to display item details correctly when a request contains multiple items.
• Multiple emails can arrive at different times.
• Separate emails may contain separate attachments.
• The system behavior for multiple emails with the same subject needs to be verified.
• The discussion included emails received within short intervals, including approximately eight minutes apart.

H. Purchase Reference

• Once procurement is completed, a Purchase Reference is created.
• Purchase references can subsequently be used to identify the purchase associated with an asset, device, or license.
• This provides traceability between the original procurement transaction and the item purchased.

I. Cancellation & Re-initiation

• Requests that are not yet in approval can be moved to a cancelled status.
• Once a request has entered the approval process, cancellation is controlled as part of the approval workflow.
• If requirement details need to be changed, the current process is to cancel/re-initiate the request while maintaining an appropriate status/comment.

J. Audit & Compliance

• Maintain procurement request history and status.
• Preserve cancellation information instead of simply deleting a transaction.
• Maintain purchase references for completed procurement.
• Support a controlled approval process for better compliance and auditability. Features of Procurement

Key Features

• Create and manage Purchase Requests (PR)
• Add items and quantities for procurement
• Configure approval workflow through the Procurement Approval Board (PAB)
• Assign a Purchase In-Charge for each request
• Invite one or multiple suppliers
• Supplier login with restricted access for quotation submission
• Upload and manage supplier quotations
• Compare and select the preferred supplier quotation
• Multi-level approval workflow
• CR/CER form support for capital expenditure requests
• Generate Purchase Orders digitally
• System-generated or customized PO numbering
• Company and location selection
• Pre-configured Terms & Conditions
• Tax configuration support
• Payment terms and reference details
• Add supporting documents and attachments
• Extra charges such as freight and discounts
• Delivery receipt management
• Invoice upload before procurement closure

Multiple Ticket Channels

Users can create tickets through:

• Portal
• Email
• AI chatbot
• Mobile application
• WhatsApp
• Microsoft Teams

AI-Powered Service Desk

• AI can ask users relevant questions before ticket creation.
• AI can be trained according to business processes.
• AI can help answer common IT queries.
• AI may resolve eligible queries automatically, reducing technician workload.

Automatic Ticket Allocation

Tickets can be automatically assigned based on:

• Location
• Department
• Category
• Technician availability The system can rotate tickets among available technicians. Tickets can be automatically assigned according to predefined logic, including technician availability and ticket traffic.

Technician Live Status

Managers can monitor technician availability and activity and control whether technicians are marked active or inactive.

Approval Management

• Define approval teams.
• Configure manager approval.
• Configure location-based approval.
• Configure group and level-based approval.
• Convert approved requests into tickets. The system supports different approval mechanisms, including:
• Group-based approval
• Minimum approval
• Level-by-level approval
• Manager-based approval
• Department-based approval These approvals can be configured for specific ticket categories.

Ticket Scheduler & Automation

• Schedule recurring tickets.
• Automatically generate tickets at predefined times.
• Configure triggers for specific situations.
• Automatically prioritize or escalate important tickets.

Problem Management

• Track problems affecting devices.
• Identify related tickets.
• Monitor problem resolution and completion.

Dynamic Forms

Organizations can create custom forms to collect specific information from users before a ticket is generated. Dynamic forms allow organizations to collect additional information from users before creating a ticket. When a user selects a particular request or problem category, the configured form can appear. The user must provide the required information before the request is created and sent for approval. The approver can then review the information submitted through the form before approving or rejecting the request.

Email-to-Ticket Creation

• Emails can generate tickets in the ticketing system.
• Incoming emails are processed to create ticket records.
• Email subject and other email information are considered during ticket processing.
• Email attachments are associated with the incoming email/ticket process.

Ticket Duplication Handling

• The discussion identified duplicate ticket creation as one of the concerns.
• The team discussed conditions that may cause tickets to be treated as duplicates.
• Duplicate ticket behavior needs to be isolated and reviewed separately.

Subject-Line Based Ticket Processing

• The same subject line was discussed as a condition affecting ticket processing.
• Multiple emails with the same subject line may be merged or associated with the same ticket.
• The discussion specifically considered cases where the same subject line was used for different users.

Issue Investigation

• The team discussed reviewing the actual email examples before deciding on a solution.
• Multiple related issues were reported by the client.
• The requirement was to identify and isolate each issue individually.
• The technical team was expected to investigate the ticket creation and email-processing behavior.

Service Ticket Dashboard

The Service Ticket dashboard provides an overall view of ticket activity. It allows administrators to view:

• Different ticket statuses
• Unassigned tickets
• Status-wise ticket information
• Ticket type-wise information
• Overall ticket activity
• Tickets that are breached
• Tickets that are going to breach within the configured period
• Overall ticket summary through graphs The default breach view shows tickets that are going to expire within four hours, and this period can be customized according to customer requirements. The dashboard provides an overall view of ticket activity and statuses. It can display information such as ticket status, ticket type, voice tickets, new versus closed tickets, SLA-breached tickets, and tickets approaching SLA breach.

My Tickets and All Tickets

The system provides a My Tickets section where users can view the tickets created by them. The All Tickets section provides access to tickets within the user's permitted organization or departments. Access is controlled according to department permissions. For example, if a user has access to Department A and Department B, they will only be able to view tickets belonging to those departments. Technicians are also restricted according to their assigned department access.

Ticket Types

The system allows tickets to be classified into different ticket types. The system provides default ticket types such as:

• Normal
• Bug
• Change Request Users can also create custom ticket types according to their requirements. For example, an Audit ticket type can be created so that audit-related tickets can be classified separately and retrieved through reports.

Multiple Organization Management

The Ticketing Module supports multiple organizations. Organizations can be defined within the system, allowing tickets from different organizations to be managed from one place. Tickets can then be filtered based on the organization and department to view the required tickets.

Department-Based Access Control

The system provides department-level control over tickets and technicians. A technician can be configured for a particular department, and their ticket access is restricted accordingly. For example, an IT technician can handle IT-related tickets, while a technician responsible for fixed assets can handle tickets related to the administration department. This prevents technicians from accessing or performing actions on tickets belonging to departments outside their assigned access.

Problem Categories

Problem categories can be configured to classify different types of user issues. Each problem category can be associated with appropriate ticket assignment and escalation settings. For example, IT-related problems and fixed-asset-related problems can be configured under different categories.

Allocation Groups

The system provides Allocation Groups for assigning tickets to a group of technicians. Instead of assigning every ticket to one specific technician, multiple technicians can be added to an allocation group. The system can then decide which technician should receive the ticket based on availability and configuration.

Automatic Ticket Assignment

The system supports automatic assignment of tickets. For example, if two technicians are available, tickets can be assigned using a round-robin method, where the first ticket goes to the first technician and the next ticket goes to the second technician. The system can also consider technician availability while assigning tickets.

Technician Availability

Technicians can mark themselves as available or unavailable. If a technician is unavailable because they are on leave, on a break, or logged out, the system can avoid assigning new tickets to that technician. Administrators and super administrators can also monitor technician live status and control whether a technician is active or inactive.

Approval Mechanism

The Ticketing Module provides an approval mechanism through Service Requests. For categories that require approval, a user's request is first sent for approval. Only after the request is approved is it converted into a service ticket. The system keeps rejected requests in a rejected state for reference rather than directly disposing of them.

Approval Types

Different approval mechanisms can be configured, including:

• Group approval
• Level-by-level approval
• Minimum approval requirement
• Manager approval
• Location approval
• System approval For manager approval, the system can identify the user's own manager instead of requiring the manager to be manually selected. Location approval can also be configured so that different locations have different approvers.

Device-Based Ticket Creation

Users can select a device assigned to them while creating a ticket. The device list displays the devices allotted to the user. After selecting a device, the ticket is logged against that particular device. This allows the ticket to be associated directly with the user's assigned asset/device. Note: During the demo, component-level ticket handling for items such as keyboards and mice was not confirmed. The team stated that this point would be evaluated and responded to separately.

AI Integration

The Ticketing Module provides AI integration for ticket handling and communication. AI can be used to:

• Generate automated responses
• Analyze ticket sentiment
• Generate responses to user queries
• Support technicians with response generation
• Automatically handle certain user communications
• Take configured actions based on ticket sentiment

AI-Based Automated Response

AI can communicate with users after they create a ticket. For example, if a user reports that an AC is not working, AI can ask for additional information such as:

• Location of the AC
• Exact issue
• Whether it is cooling
• Whether it is making noise
• Whether an error message is displayed The AI can continue the communication and gather information before the technician responds. If the AI is able to resolve the query and the required option is enabled, the ticket can also be automatically resolved. If AI cannot handle the issue, the matter can be passed to the technician along with the communication that occurred during the AI interaction.

AI Sentiment Analysis

The system can analyze the sentiment of a ticket and identify whether the sentiment is positive or negative. Based on configured rules, sentiment can be used to trigger actions such as:

• Changing ticket priority
• Changing ticket category
• Assigning the ticket to a particular agent For example, if a ticket is detected as negative and the configuration specifies that negative tickets should be changed from high priority to critical priority, the system can perform that action automatically. The system can analyze the sentiment of a ticket and provide a sentiment score.

AI Assist

The AI Assist feature helps technicians generate responses. The generated response can be used as an automatic or customized response to the user. The AI Assist model can be trained over time based on the organization's available ticket data. The demonstrated discussion explained that the system can gradually adapt to the organization's terminology, language, and query patterns as more data becomes available.

Email Communication and CC

The system supports email communication related to ticket activity. Users can receive ticket-related communication through email. A user can also be added in CC to a ticket. When added as CC, the user can receive communication regarding activities taking place on that ticket, including activities performed through AI or by other individuals.

Configurable Statuses

The Ticketing Module allows ticket statuses to be configured according to organizational requirements. Organizations can define their own status names rather than being restricted to fixed status names.

Auto Location

The system provides an auto-location option. Auto-location can be configured based on:

• Location
• Department This allows ticket-related configuration and routing to be associated with the appropriate location or department.

Escalation Management

Problem categories can have escalation settings. Escalation levels can be configured according to organizational requirements, such as:

• Level 1
• Level 2
• Level 3 The system can escalate tickets according to the configured escalation levels.

Technician Leaderboard

The Technician Leaderboard provides an overview of technician performance. It helps evaluate how technicians are performing within the ticketing system. The dashboard can provide information about technician performance, including top resolving technicians and feedback-related performance.

Technician Performance Analysis

The system provides performance-related information for technicians. The dashboard can identify:

• Top resolving technicians
• Top feedback performers
• Technician activity
• Resolution-related performance This helps administrators evaluate technician performance through the ticketing system. The system provides technician performance analysis, including top performers and top resolvers.

Service Ticket Reports

The system provides multiple reports related to service tickets. Reports can include:

• Technician-wise reports
• Department-wise reports
• Location-wise reports
• Merged ticket reports
• Escalated ticket reports
• Pending tickets
• Tickets pending for more than seven days
• Average response time
• Average resolution time
• Technician feedback
• Tickets handled by technicians

Automated Report Trigger

The system provides a Report Trigger feature. Reports can be configured to be automatically sent through email to selected users or department administrators. For example, a particular report can be configured to be sent every morning to department administrators. Once configured, the system automatically triggers the report without requiring it to be manually sent every day.

Kanban and ITM Connect

The Ticketing Module also has extended features related to Kanban and ITM Connect. These were mentioned during the demonstration but were not covered in detail.

Multi-Channel Ticket Creation

Users can create service tickets through multiple channels, including email, mobile application, web portal, and AI-assisted interaction. Email messages sent to the configured support email address can automatically be converted into tickets.

Email-to-Ticket

A dedicated email ID can be configured in the system. When a user sends an email to that address, the email is converted into a ticket and added to the ticketing system. Email conversations between the user and technician can also be captured within the ticket.

Mobile Application

Users can create tickets through the mobile application or web-based mobile view.

Custom Ticket Statuses

Ticket statuses can be customized according to the organization's business requirements.

Workflow Management

The ITSM system provides workflow functionality for controlling ticket processing and approvals. Tickets can be configured so that approval is required before they are assigned to a technician.

Ticket Tracking

The ticket list provides information such as the current ticket status, assigned person, and how long the ticket has been assigned.

Bulk Ticket Report

Ticket summaries can be exported as bulk reports for analysis and reporting purposes.

SLA Monitoring

The dashboard provides visibility into SLA-breached tickets and tickets that are expected to breach within the next four hours.

AI-Based Ticketing

The ITSM solution includes an AI layer that can assist users in creating tickets and automating actions within the system.

AI-Based Ticket Response

The AI can analyze a newly created ticket and respond immediately based on available organizational data. It can ask users relevant questions and gather information before technician intervention.

AI Assist for Technicians

Technicians can use the AI Assist feature to generate responses based on the organization's knowledge base.

Knowledge Base Integration

The system can use the organization's knowledge base to provide relevant information to users when they are creating a ticket and to help generate technician responses.

Sentiment-Based Escalation

Organizations can configure automatic escalation when a ticket has negative sentiment or a low sentiment score. The ticket can be escalated to a specific department or engineer.

Leadership Board

The leadership board provides an overall summary of technician performance, including strengths, improvement areas, escalations, feedback, SLA-breached tickets, and response summaries.

Technician Performance Reports

Performance information can be refreshed dynamically and exported as a PDF summary for individual technicians or all technicians.

Department-Wise Dashboard

The system provides an overall dashboard and allows management to create views for specific departments.

Automated Management Reports

Reports can be configured to be automatically sent to management at regular intervals instead of requiring management users to manually check the portal.

Ticket Archival

Tickets can be archived based on a defined time period. Archived tickets are removed from the main ticket list but remain available in the system log and can be extracted when required.

Task Management

Multiple tasks can be created under a single ticket instead of creating separate tickets for each activity.

Mandatory Task Completion

Tasks can be configured as prerequisites for resolving a ticket. A ticket cannot be resolved until the required tasks are completed.

Automated Task Creation

Tasks can be automatically generated based on a problem category and assigned to a predefined group or person. Tasks can also be created and assigned manually.

Knowledge Base Suggestions During Ticket Creation

When users select a problem category, available knowledge-base articles can be displayed. Users can review the article before continuing to create the ticket.

Ticket Attachments

Users can add attachments while creating a ticket.

CC Notifications

Users can add other team members in CC so that they receive notifications and updates related to the ticket.

Automatic Ticket Number

When a ticket is created, the system generates a ticket number for tracking.

Existing Asset Management Integration

The ITSM system can be provided within the same portal where the organization is already managing its assets, avoiding the need for a separate login for the technical system.

Cloud-Based Deployment

The solution discussed in the session is a SaaS-based application hosted on the provider's cloud.