ITSM Features Map

Automatic inventory based on agents/remote

Integration with Pandora FMS.

Manual inventory

Entered manually or imported via CSV.

Inventoried systems

Network equipment (routers, switches), as well as Linux or Windows servers.

Custom fields

Monitored assets can be customized to include details such as serial number, asset owner, physical location in a datacenter, etc.

QR tags for each asset

Printable QR tags can be created to physically identify each inventory object.

Asset traceability

A history of changes for each inventory object can be maintained.

Asset export

Assets can be exported to CSV format.

Integration with tickets

Inventory objects can be associated with tickets to maintain a history of changes/issues.

Change ticket management

Functionality that allows us to plan, control, and communicate in a structured way the modifications that impact processes, data, users, or system configurations. It facilitates the adoption of new workflows, ensures change traceability, and minimizes operational risks, guaranteeing an orderly transition aligned with business goals.

Complete change tracking process

Allows proper tracking of all change management needs.
Change identification → Impact analysis → Authorization → Planning → Communication → Implementation → Monitoring → Evaluation and consolidation

Change management through Change Teams (ACL)

Different types of changes can be managed through the use of various change teams. Each team must have an assigned Manager with additional permissions for managing the team’s changes.

Use of templates to define change types

You can define as many templates as change types needed in your company. Each template allows specifying a change type with its associated priorities, risks, and impacts.

Customization of types, states, priorities, risks, impacts, and task states of changes

Full customization of the various parameters that define a change.

Real-time HTML and PDF reports

With data calculated in real time. There are more than 12 types of reports for project management, support, CRM, time tracking, etc.

Custom dashboards

With draggable widgets, each user can customize their views.

Scheduled email report delivery

Reports can be scheduled for periodic delivery via email in PDF format.

Report customization

The cover and headers can be modified to adapt the report to corporate branding.

Ticketing system

Customization of fields and types

Custom ticket types (change, problem, query, incident, bug…) with custom fields by ticket type.

Automatic ticket creation/update

Allows the creation of tickets as automatic responses to external processes via API.

Priority and SLA management

SLA with working hours, holidays, maximum resolution time, minimum response time, first response time, maximum number of open tickets, maximum inactivity time, SLA deactivation on holidays.

Automatic assignment and escalation

Definition and control of priority levels and service level agreements with breach alerts. Customizable at the response SLA level, by inactivity and resolution. SLA assignment based on any parameter.

CSV import and export

Communication and notifications via workflows.

Knowledge base

KB article system, multiproduct, multilingual.

Work orders

Generation of work orders (PDF) based on templates, filled with ticket data.

Custom workflow

Allows defining a lifecycle for each ticket based on creator, dates, criticality, workgroup, etc. This lifecycle includes email flow change notifications, automatic escalation, and validation of incident closure by external users.

TAG system

In addition to custom fields, tickets feature a tag system for custom filtering and searches.

Change Management

Integrated change management tool, with custom workflow definition and third-party validation for each step.

Integrated chat (with AI)

Integrates its own on-premise AI engine or allows connection to ChatGPT via API.

Scheduled reports sent as PDF

Scheduled reports sent as PDF.

Customer feedback

Each ticket allows the customer to evaluate the support received, integrating this information into reports.

Support reports

Of various types: by operator, by client, by dates, detailed by ticket. All reports can be scheduled and customized. Reports can be sent as PDF.

Cost calculation

Each ticket includes a time counter per technician. Technicians can have different profiles with associated costs.

Download system

For distributing software to clients. With different products, folders. Public link to share with users without system access.

WIKI

For distributing software to clients. With different products, folders. Public link to share with users without system access.

Visual project management in Kanban format

Allows you to define the project into tasks and subtasks with a visual and collaborative view, including planning, cost calculation, time/hour logging, etc.

GANTT project view

For traditional (non-agile) planning.

Project workflow

To escalate notifications, make automatic dynamic changes, etc.

Custom project templates

To quickly define typical project structures.

TAG system

In addition to custom fields, tickets have a tag system to enable filtering and custom searches.

Workload reports

Different reports to track project evolution and hours assigned to each participant.

Contact management

Includes custom fields and automatic creation via forms.

Company management

Custom fields and types.

Deals/leads management

Custom fields and types. Kanban view.

Sales pipeline management with automatic forecast

Customizable for each pipeline.

Quote/offer management

Custom fields and types, customizable templates with macros.

Share quotes via web link and PDF download

For clients without platform access, with a public URL.

Contract management

Custom fields and types.

Contract PDF creation through templates

Invoice management and issuance

Includes blocking, credit notes, PDF export, multilingual and multicurrency support.

Email sending and tracking

Via HTTP marks and session cookie tracking.

Email campaign system

Mass email sending via dedicated SMTP, with personalized campaigns and HTML in a WYSIWYG view.

Backup errors

Generates alerts on manual and scheduled backup failures.

Integration with Google Calendar and Google Mail

For agenda creation, sending and receiving emails from the CRM.

Web forms (via API)

Injecting ITSM JavaScript into the client’s website allows inclusion of custom forms that create contacts in the CRM.

Form protection with Captcha

Supports CloudFlare™ Captcha.

Migration from HUBSPOT

Available as advanced consultancy service.

Integrated price calculator in quotes

CRM workflow

Rules applied to contacts, contracts, deals, quotes and invoices.
E.g.: Notify if an invoice is overdue, assign a contact to a salesperson based on rules, create a ticket when a contract expires, etc.

Electronic invoice support (Verifactu)

Upload invoices to authorities with one click.

Electronic invoice payment (Stripe)

Via Stripe.

Multitenant (Multi-user)

The same solution can serve different clients or groups without them seeing each other.

Profile system segregated by groups and access

Different users within the same group can perform different functions.

Internal audit

Records which operations each user performed and when, including failed login attempts.

Password policy

Allows enforcement of password change policy, including minimum length, special characters, and password history.

Password recovery system

A solution is provided so users can recover forgotten passwords.

Centralized authentication with LDAP

Includes its own system of users, profiles, and roles, and is compatible with Active Directory, LDAP, and SAML.

Centralized authentication with AD

Includes its own system of users, profiles, and roles, and is compatible with Active Directory, LDAP, and SAML.

Two-factor authentication (2FA)

Via Google Auth or similar. Uses a mobile device or external hardware token for dual authentication to access the system.

Time tracking (check-in system)

Compatible with Spanish legislation.

Daily, weekly, and monthly tracking reports

Vacation calendar with third-party approval

Agenda management integrated with Google Calendar

Custom favorites system per user

Allows users to personalize their screens according to their preferences.

RBAC profile system

Integrated with AD / LDAP.

Multilanguage

Allows terms to be redefined in each language, for local customizations.

Multitenant (Multiuser)

A single instance allows service to be provided to different customers (for MSPs).

Saved custom searches

Custom Interface

Through custom CSS, it allows the appearance of the tool to be changed, including logos, etc.

Communication through standard ports

The communication between the different components of the architecture is carried out through official ports listed by IANA.

LAMP architecture

Linux, Apache, MySQL and PHP.

Integrated backup

Includes a built-in backup system.

OnPremise and SaaS

You can install the license on your own servers or we manage it in the cloud.

API/CLI

It has a REST API and command-line tools to manage the solution.

Open SQL database

The data model of the entire platform is open and documented, so external queries can be used to extract data.

Type of licensing

Licensing is based on the total number of agents (managers), regardless of the number of tickets, contacts, or non-manager users.

Integrated update system

The system update is done with a single click without needing to access the base system.

Mobile version

To be able to use the application from a mobile device (with reduced functionality).

Official training

Standard training for technicians with the minimum required background. This training includes all levels of usage and deployment of the tool.

Official certifications

Accreditation, through an official certification, of the technicians’ knowledge.

Online training platform

To facilitate training, it includes an online eLearning platform to acquire knowledge of the tool and obtain certifications.

8×5 / 24×7 support

Professional support during extended hours (from 9 am to 9 pm) in English and Spanish. 24×7 support is available. No limit on the number of incidents.

Updates and patches

Support includes patches and version updates.