InvGate Service Desk

HR triggers a request via the ESM portal.

InvGate spawns multiple sub-tasks for IT (laptop), Facilities (badge), and Finance (payroll).

Dependencies ensure IT can't close the ticket until the laptop asset is assigned in the CMDB.

Automatic notifications update the manager on progress.

User submits a ticket via email.

Support Assist categorizes the ticket as 'Password Reset'.

AI checks the Knowledge Base and sends a dynamic 'How-To' guide to the user.

The ticket is placed in a pending state and auto-closed if the user doesn't reply.

Integrate InvGate Service Desk with InvGate Insight.

Run an automated network discovery scan.

Link discovered assets to specific user profiles within the Service Desk.

Generate a report on asset depreciation and upcoming renewal dates.

Define a 'VIP' user group in the system.

Set a specialized SLA policy with 1-hour response times for this group.

Configure automated escalation to the IT Director if the SLA reaches 75% threshold.

Trigger a Slack alert to the support channel when a VIP ticket is opened.

AI identifies clusters of tickets with no matching knowledge article.

The system drafts a suggested article based on the resolution text of those tickets.

A Knowledge Manager reviews, edits, and publishes the draft.

The new article is immediately available for self-service deflection.

Technician submits a 'Request for Change' (RFC).

The system identifies the affected CI (Configuration Item) in the CMDB.

An automated approval workflow is sent to the CAB (Change Advisory Board) members.

Once approved, the system schedules the change window and notifies stakeholders.

Tech logs into the InvGate Mobile App.

Uses GPS-based routing to find the nearest assigned ticket.

Scans the asset QR code to pull up full maintenance history.

Updates the ticket status and captures a digital signature for resolution.