Service & Operations
ITSM
IT service management: requests, tickets, and service workflows.
Amantra includes a built-in IT Service Management (ITSM) module that enables your IT team to manage incidents, service requests, tasks, and IT assets — fully integrated with the core automation and AI platform.
Traditional ITSM tools are passive — they track tickets but require manual effort to investigate and resolve them. Amantra’s ITSM module is active. When a ticket arrives, automations can immediately:
Diagnose the issue
Look up similar past incidents
Apply a known fix
Route to the right team
Notify the user of progress
The result: faster resolution times, less manual work, and a better user experience.
ITSM Sub-Modules & Overview
The ITSM dashboard provides live high-level metrics, status breakdowns (such as Total Incidents, Critical Open, Open, In Progress, and Resolved), quick links, and a priority guide.
Overview — Central dashboard displaying real-time metrics, incident distribution charts, priority breakdowns, and quick navigation shortcuts.
Incidents — Unplanned disruptions to IT services that need investigation and resolution.
Requests — Standard service requests submitted by users (e.g., software or access provisioning).
Tasks — Specific work items assigned to IT staff or digital agents.
Assets — Hardware, software, and physical or digital inventory tracked within the organization.
Catalogue — A menu of available IT services users can request.
Ticket Lifecycle
Open → Assigned → In Progress → Pending (if waiting) → Resolved → Closed
Each status change can trigger an automation — for example, automatically notify the user when their ticket moves to “In Progress”.
Integration with Synapse
Any state change in ITSM can trigger a Synapse workflow:
New incident → trigger diagnostic workflow
Request approved → trigger provisioning workflow
SLA about to breach → trigger escalation workflow
In This Section
Incident Management — Handle unplanned IT disruptions
Service Catalogue — Manage available IT services
Tasks — Create and track IT work items
Incident Management
Incidents are unplanned disruptions or degradations to IT services. Amantra’s incident management module tracks, routes, and automates the resolution of IT incidents.
What Is an Incident?
Examples include:
A server goes down
Users cannot access an application
A security alert is triggered
Performance degrades below acceptable thresholds
Creating an Incident
Incidents can be created via multiple channels:
Manually: An IT staff member opens a ticket in the ITSM UI (+ Report Incident).
By a user: Through the service portal.
Automatically: Via a monitoring alert, webhook, or workflow.
By email: Via the email listener.
Manual Creation Form Fields:
Title: Short description of the issue
Description: Full details of what is happening
Priority: Critical, High, Medium, Low
Category (Optional): Type of incident (e.g., Network, Application, Hardware, Security)
Incident Priority Levels & SLAs
Critical — Complete service outage, major business impact — 15 minutes
High — Significant degradation, many users affected — 1 hour
Medium — Partial impact, workaround available — 4 hours
Low — Minor issue, single user affected — 24 hours
Incident Assignment & Automated Response
Incidents can be assigned to an individual user, a group, or a digital agent for auto-remediation. When a new incident is created, it can connect to a Synapse workflow to automatically classify categories, search knowledge bases, run auto-remediations, and escalate if needed.
Incident States
Open — Newly created, not yet assigned
Assigned — Given to a team or individual
In Progress — Being actively worked on
Pending — Waiting for external action (vendor, user response)
Resolved — Fix applied, pending user confirmation
Closed — Confirmed resolved and closed
SLA Tracking
Configure SLA policies (based on priority) to track:
Response time (time from creation to first response)
Resolution time (time from creation to closure)
Tickets approaching SLA breach are highlighted in red and can trigger automated escalation workflows.
Service Catalogue
The Service Catalogue is a menu of IT services available to employees. Instead of emailing IT or calling the help desk, employees browse the catalogue, select a service, fill out a form, and submit — Amantra handles the rest automatically.
What Goes in a Service Catalogue?
Access Management — New user account, password reset, VPN access
Hardware — Laptop request, monitor, keyboard
Software — Software license request, installation
Communication — Email setup, Teams configuration
Network — WiFi access, network drive mapping
Security — Access review, firewall exception
Creating a Catalogue Item
Go to ITSM → Service Catalogue.
Click + New Service.
Configure:
Service Name — What the employee sees in the catalogue
Category — Grouping and associated cost
Description — Explains what the service provides
Image URL — Visual identifier for the service
Approval & Fulfillment Workflows — Linked Synapse automations
Click Publish.
Request Flow
Employee Submits Request → [Optional: Manager Approval] → Fulfillment Workflow Runs → Employee Notified
Employee finds the service in the catalogue and clicks Request.
They fill out the form (e.g., “What software do you need?”).
If approval is required, the manager receives a notification and approves or rejects.
Upon approval, Amantra executes the linked fulfillment workflow.
The employee is automatically notified of progress and completion.
Approval Configuration
Configure multi-level approvals:
Single approver — Direct manager
Any of group — Any member of a defined group can approve
All of group — All members must approve
Threshold-based — Auto-approve if cost is below a threshold
Catalogue Analytics
Track service catalogue performance:
Most requested services
Average fulfillment time per service
Approval bottlenecks
SLA compliance rate
IT Asset Management (ITAM)
The Assets module tracks and manages organizational inventory.
Adding and Managing Assets
Administrators can register assets using the + Add Asset interface, capturing:
Asset Name & Asset Tag: Unique identifiers (e.g., ASSET-00123)
Type & Category: Hardware, Software, Mobile Device, Peripheral, or Other (e.g., Laptop, Desktop, Switch)
Manufacturer & Model: Hardware specifications (e.g., Dell, Apple, Cisco)
Serial Number & Status: Tracking whether the asset is Active, Inactive, Under Maintenance, or Retired
Purchase Date & Warranty Expiry: Lifecycle tracking dates
Tasks
Tasks are actionable work items within ITSM — assigned to individuals, teams, or digital agents to complete a specific piece of work.
Tasks vs. Incidents vs. Requests
Created by — System/user reporting a problem — User requesting a service — System, workflow, or manager
Goal — Restore service — Fulfill a standard request — Complete a specific action
Example — “Server is down” — “I need Adobe Acrobat” — “Provision new user account in AD”
Tasks are often sub-items created by a workflow to break down complex work. For example, an employee onboarding service request might generate multiple tasks: “Create AD account”, “Configure email”, “Order laptop”, etc.
Creating a Task
Go to ITSM → Tasks.
Click + New Task.
Fill in:
Title — Brief description
Description — Full details
Assigned To — User, group, or digital agent
Due Date — When the task must be completed
Priority — Urgency level
Related To — Link to an incident or service request
Click Create.
Task States
Open — Created, not yet started
In Progress — Being worked on
Blocked — Cannot proceed — needs external action
Completed — Work is done
Cancelled — No longer needed
Automated Task Creation
Workflows can create tasks automatically. For example, when an employee submits an onboarding request, a workflow creates individual tasks for each provisioning step and assigns them to the relevant team or agent.
My Tasks
Users can see all tasks assigned to them by going to their Profile → My Tasks or from the ITSM → Tasks view filtered to “Assigned to Me”.
ITSM Configuration
Platform administrators can customize default settings globally by accessing ITSM Configuration:
Categories: Define and organize custom ticket/asset categories.
Defaults: Configure system-wide default behaviors for incoming items, such as setting the Default Priority (e.g., Medium) and Default Request Type (Incident vs. Service Request) when created directly from the UI.