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About

neatlogic-itsm is an it service management module, which comes with workflow engine, custom form, service catalog, SLA management and other functions.

Feature

Workflow

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.

SLA

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.

service directory

• Support custom service catalog and hierarchical relationship.
• Support custom service priority, service category, service reporting authority, etc.

Work Order Center

The work order center allows users to preset various search criteria according to personal roles, so as to facilitate tracking of various work orders.

All Features

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.

ption1ProcessProcess ComponentsAutomatically loads process components based on the modules loaded on the platform, such as event, problem, change, release, automation, custom release, interface invocation components, etc.2Supports user-defined process components for secondary development, such as approval in the OA system, bastion machine authorization, etc.3Process ManagementSupports user-defined operation and maintenance service process, supports graphical drag-and-drop layout design.4Supports process export and import for migration between different environments.5Supports copying existing processes to create new processes similar to the original ones.6Supports parallel, serial, and conditional nodes in processes, can be used for convergence, diversion, and rollback of process flows.7Nodes in processes support automatic start processing and automatic flow setting.8Processes support user-defined personalized forms and can hide or disable certain form data in different process steps.9Process steps support user-defined personalized actions, such as reminders, cancellations, modifications to reported content, etc.10Process steps support user-defined notification strategies, notification actions, and notification content.11Process steps support user-defined external call actions for step changes, allowing real-time synchronization to third-party systems.12Processes provide automatic processing nodes for calling third-party interfaces in orchestration.13Processes provide automation nodes and CMDB nodes to achieve closed-loop of platform product data and scenarios.14FormForm ManagementSupports user-defined forms, supports drag-and-drop form layout.15Provides rich components, including text, rich text, time, password, dropdown, cascading dropdown, dropdown tree, hyperlink, attachment upload, user selector, table selector, table input, etc.16Supports different view and edit permissions for the same form on different process nodes.17Supports 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.18During form design, supports preview.19Supports tabular layout for forms, supports operations such as merging rows and columns.20Supports form version management, can quickly switch to the specified version, and supports recording version information.21Supports copying existing forms to create new forms similar to the original ones.22Forms support export and import for form migration between different environments.23Service CatalogService TypesSupports user addition, modification, and deletion of service types.24Supports common service type definitions, such as event, problem, change, release, etc.25Supports 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.26Service CatalogSupports user addition, modification, and deletion of service catalogs.27Supports unlimited levels of service catalogs, supports service catalog permissions setting, and custom reporting help for service catalogs.28Service ChannelsSupports user addition, modification, and deletion of service channels.29Multiple service channels can correspond to one management service process.30Supports service channel priority, service types, service windows, service scope (permissions), service channel help, and other configurations.31Supports specifying whether a service channel supports mobile use.32Supports dynamic matching of SLA policies based on service channels, service windows, and priorities.33Supports quick search and bookmarking of service channels.34Work Order PanelWork Order CenterSupports 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.35Configures work order view permissions based on work order types.36Supports displaying work order data in card and list views, with red timeout indication for overdue work orders.37Supports simple query conditions and complex combination query retrieval of work orders.38Users 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.39Task AssignmentManual AssignmentSupports assignment to individuals,organizations, roles, stakeholders (such as reporters, recipients) by designated personnel or the service desk.40Supports manual intervention by users with appropriate permissions to reassign the handler, group, or role of work orders.41Supports downstream node handlers specified by previous step handlers.42Automatic AssignmentSupports dynamic assignment of handlers, groups, and roles based on form values.43Supports complex dispatchers for dynamic assignment of handlers, such as average distribution based on workload, assignment to the department leader of the reporter, etc.44User ReportingService ReportingSupports users to quickly initiate fault reporting through PC or mobile devices.45Supports batch reporting by users with appropriate permissions through file import, for subsequent supplementary work order creation.46Supports users with appropriate permissions or service desk personnel to initiate problem reporting on behalf of others.47Work Order HandlingWork Order ProcessingSupports work order flow, rejection, cancellation, and management intervention operations.48Supports operation audit of work order reporting, processing, and activity logs.49Supports transfer, request for assistance, and consultation operations during work order processing.50Supports synchronization of work order content to the knowledge base, generating knowledge base documents.51Supports association and transfer of work orders to other service work orders during processing.52Supports 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.53Supports viewing work order process diagrams and global work order progress.54Handler perspective supports the workbench mode, allowing quick switching between multiple pending tasks of the current user.55TimelinessSLA TimelinessSupports precise timing strategies for work orders, calculating timeliness based on work order units.56Supports timing strategies at the node level, calculating timeliness based on single nodes or multiple nodes.57Supports dynamic timeliness settings based on priorities, impact scopes, whether the reporter is a VIP, etc.58Supports 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.59Supports 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.60NotificationNotification TemplatesSupports 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.).61Notification objects can be set to stakeholders of work orders (such as reporters, handlers), or specified users or roles.62Notification StrategiesSupports notification methods including phone calls, SMS, etc., and supports user-defined notification plugins.63Supports user-defined notification action points, such as activation, transfer, completion, rollback of process steps.64Supports scheduled reminders for tasks, such as reminders for my to-do items, reminders for to-do items in my group, etc.65Satisfaction EvaluationScore TemplatesSupports user-defined score templates, sets scoring dimensions, and associates them with processes to implement different scoring dimensions for different processes.66Automatic ScoringSupports automatic scoring within a certain time window, and closes process steps after the time window has elapsed.67Mobile EndService ReportingSupports users on the service side to quickly initiate problem reports for corresponding service channels.68Work Order CenterThe mobile interface is consistent with the PC interface, supports data retrieval, work order classification, and work order processing.69Work Order ProcessingThe mobile interface is consistent with the PC interface, supports operations such as transfer, rollback, completion, etc., in routine work order processing.70Knowledge BaseKnowledge Base TemplatesSupports definition of knowledge base templates to simplify and standardize the process of adding knowledge.71Knowledge BaseSupports basic management functions of the knowledge base, as well as release approval and version management for corresponding knowledge base types.72Supports version comparison of the knowledge base, highlighting version differences.73Supports markdown syntax, code blocks, and other highlights for display.74Supports direct generation of knowledge from work orders.75Knowledge PermissionsSupports custom knowledge circles, custom knowledge circle members, and approval members, with corresponding permissions to access the corresponding knowledge base.