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neatlogic-itsm is an it service management module, which comes with workflow engine, custom form, service catalog, SLA management and other functions.
It comes with built-in nodes such as general, condition, and timing. If other functional modules are activated, special
nodes such as automation, configuration item synchronization, and change can also be used.
Support serial, parallel, conditional, aggregation, shunt, fallback and other flow modes.
Supports the implementation of custom nodes through extensions.
- Support calling third-party interfaces, and the process provides automatic processing nodes for calling third-party interfaces in the process.
- Supports webhook triggers, work orders or a node in a specified state, triggering calls to third-party interface actions.
- Support automatic start and transfer of nodes.
- Supports complex work order assignment logic, including assignment to personnel, organizations, roles, stakeholders, pre-step processor assignments, or assignments based on form values.
Policy-based SLA calculation method.
- Supports time-limited policies that are accurate to work orders.
- Supports time-limited policies that are accurate to nodes.
- Support setting dynamic time limit based on priority, scope of influence, whether the reporter is a VIP, etc.
- Support task timeout or temporary notification.
- Support task timeout or temporary automatic assignment.
- Support custom service catalog and hierarchical relationship.
- Support custom service priority, service category, service reporting authority, etc.
The work order center allows users to preset various search criteria according to personal roles, so as to facilitate
tracking of various work orders.
| Number | Category | Feature | Description |
| 1 | Process | Process Components | Automatically loads process components based on the modules loaded on the platform, such as event, problem, change, release, automation, custom release, interface invocation components, etc. |
| 2 | Supports user-defined process components for secondary development, such as approval in the OA system, bastion machine authorization, etc. | ||
| 3 | Process Management | Supports user-defined operation and maintenance service process, supports graphical drag-and-drop layout design. | |
| 4 | Supports process export and import for migration between different environments. | ||
| 5 | Supports copying existing processes to create new processes similar to the original ones. | ||
| 6 | Supports parallel, serial, and conditional nodes in processes, can be used for convergence, diversion, and rollback of process flows. | ||
| 7 | Nodes in processes support automatic start processing and automatic flow setting. | ||
| 8 | Processes support user-defined personalized forms and can hide or disable certain form data in different process steps. | ||
| 9 | Process steps support user-defined personalized actions, such as reminders, cancellations, modifications to reported content, etc. | ||
| 10 | Process steps support user-defined notification strategies, notification actions, and notification content. | ||
| 11 | Process steps support user-defined external call actions for step changes, allowing real-time synchronization to third-party systems. | ||
| 12 | Processes provide automatic processing nodes for calling third-party interfaces in orchestration. | ||
| 13 | Processes provide automation nodes and CMDB nodes to achieve closed-loop of platform product data and scenarios. | ||
| 14 | Form | Form Management | Supports user-defined forms, supports drag-and-drop form layout. |
| 15 | Provides rich components, including text, rich text, time, password, dropdown, cascading dropdown, dropdown tree, hyperlink, attachment upload, user selector, table selector, table input, etc. | ||
| 16 | Supports different view and edit permissions for the same form on different process nodes. | ||
| 17 | Supports data linkage in forms, such as automatically performing display, hide, disable, assignment, filtering, etc., on another control B when the value of control A changes. | ||
| 18 | During form design, supports preview. | ||
| 19 | Supports tabular layout for forms, supports operations such as merging rows and columns. | ||
| 20 | Supports form version management, can quickly switch to the specified version, and supports recording version information. | ||
| 21 | Supports copying existing forms to create new forms similar to the original ones. | ||
| 22 | Forms support export and import for form migration between different environments. | ||
| 23 | Service Catalog | Service Types | Supports user addition, modification, and deletion of service types. |
| 24 | Supports common service type definitions, such as event, problem, change, release, etc. | ||
| 25 | Supports custom display colors and work order sequence generation rules for different service types, such as type + year + month + day + the number of work orders of the same type on that day. | ||
| 26 | Service Catalog | Supports user addition, modification, and deletion of service catalogs. | |
| 27 | Supports unlimited levels of service catalogs, supports service catalog permissions setting, and custom reporting help for service catalogs. | ||
| 28 | Service Channels | Supports user addition, modification, and deletion of service channels. | |
| 29 | Multiple service channels can correspond to one management service process. | ||
| 30 | Supports service channel priority, service types, service windows, service scope (permissions), service channel help, and other configurations. | ||
| 31 | Supports specifying whether a service channel supports mobile use. | ||
| 32 | Supports dynamic matching of SLA policies based on service channels, service windows, and priorities. | ||
| 33 | Supports quick search and bookmarking of service channels. | ||
| 34 | Work Order Panel | Work Order Center | Supports custom personal to-do classifications from the user's perspective, such as "reported by me," "waiting for my handling," "waiting for my group to handle," "work orders I am involved in," etc. |
| 35 | Configures work order view permissions based on work order types. | ||
| 36 | Supports displaying work order data in card and list views, with red timeout indication for overdue work orders. | ||
| 37 | Supports simple query conditions and complex combination query retrieval of work orders. | ||
| 38 | Users can create personal work order categories based on conditions such as reporter, processor, reporting channel, and whether it is overdue, and generate fixed menus in the work order center. | ||
| 39 | Task Assignment | Manual Assignment | Supports assignment to individuals,organizations, roles, stakeholders (such as reporters, recipients) by designated personnel or the service desk. |
| 40 | Supports manual intervention by users with appropriate permissions to reassign the handler, group, or role of work orders. | ||
| 41 | Supports downstream node handlers specified by previous step handlers. | ||
| 42 | Automatic Assignment | Supports dynamic assignment of handlers, groups, and roles based on form values. | |
| 43 | Supports complex dispatchers for dynamic assignment of handlers, such as average distribution based on workload, assignment to the department leader of the reporter, etc. | ||
| 44 | User Reporting | Service Reporting | Supports users to quickly initiate fault reporting through PC or mobile devices. |
| 45 | Supports batch reporting by users with appropriate permissions through file import, for subsequent supplementary work order creation. | ||
| 46 | Supports users with appropriate permissions or service desk personnel to initiate problem reporting on behalf of others. | ||
| 47 | Work Order Handling | Work Order Processing | Supports work order flow, rejection, cancellation, and management intervention operations. |
| 48 | Supports operation audit of work order reporting, processing, and activity logs. | ||
| 49 | Supports transfer, request for assistance, and consultation operations during work order processing. | ||
| 50 | Supports synchronization of work order content to the knowledge base, generating knowledge base documents. | ||
| 51 | Supports association and transfer of work orders to other service work orders during processing. | ||
| 52 | Supports recording operation logs of work order lifecycles, including all changes in the lifecycle such as form modification, reply, attachment upload, work order flow, rollback, etc. | ||
| 53 | Supports viewing work order process diagrams and global work order progress. | ||
| 54 | Handler perspective supports the workbench mode, allowing quick switching between multiple pending tasks of the current user. | ||
| 55 | Timeliness | SLA Timeliness | Supports precise timing strategies for work orders, calculating timeliness based on work order units. |
| 56 | Supports timing strategies at the node level, calculating timeliness based on single nodes or multiple nodes. | ||
| 57 | Supports dynamic timeliness settings based on priorities, impact scopes, whether the reporter is a VIP, etc. | ||
| 58 | Supports timeout or near-term notification, with configurable automatic notifications at specific time points, such as notifications before N minutes or after N minutes of timeout; recipients of notifications can be customized. | ||
| 59 | Supports timeout or near-term automatic reassignment, with configurable automatic reassignment strategies at specific time points, such as reassignment before N minutes or after N minutes of timeout; recipients of reassignment can be customized. | ||
| 60 | Notification | Notification Templates | Supports setting notification content using notification templates, and notification templates can reference work order information (including but not limited to work order number, title, service path, reported content, reporter, work order status, priority, etc.). |
| 61 | Notification objects can be set to stakeholders of work orders (such as reporters, handlers), or specified users or roles. | ||
| 62 | Notification Strategies | Supports notification methods including phone calls, SMS, etc., and supports user-defined notification plugins. | |
| 63 | Supports user-defined notification action points, such as activation, transfer, completion, rollback of process steps. | ||
| 64 | Supports scheduled reminders for tasks, such as reminders for my to-do items, reminders for to-do items in my group, etc. | ||
| 65 | Satisfaction Evaluation | Score Templates | Supports user-defined score templates, sets scoring dimensions, and associates them with processes to implement different scoring dimensions for different processes. |
| 66 | Automatic Scoring | Supports automatic scoring within a certain time window, and closes process steps after the time window has elapsed. | |
| 67 | Mobile End | Service Reporting | Supports users on the service side to quickly initiate problem reports for corresponding service channels. |
| 68 | Work Order Center | The mobile interface is consistent with the PC interface, supports data retrieval, work order classification, and work order processing. | |
| 69 | Work Order Processing | The mobile interface is consistent with the PC interface, supports operations such as transfer, rollback, completion, etc., in routine work order processing. | |
| 70 | Knowledge Base | Knowledge Base Templates | Supports definition of knowledge base templates to simplify and standardize the process of adding knowledge. |
| 71 | Knowledge Base | Supports basic management functions of the knowledge base, as well as release approval and version management for corresponding knowledge base types. | |
| 72 | Supports version comparison of the knowledge base, highlighting version differences. | ||
| 73 | Supports markdown syntax, code blocks, and other highlights for display. | ||
| 74 | Supports direct generation of knowledge from work orders. | ||
| 75 | Knowledge Permissions | Supports custom knowledge circles, custom knowledge circle members, and approval members, with corresponding permissions to access the corresponding knowledge base. |