Service Desk¶
The service desk module provides ITSM-light functionality: ticket queues, SLA policies, incident tracking, and email-to-ticket ingestion.
Setting Up a Service Desk¶
- Go to Admin → Service Desks → New Service Desk
- Assign it to a project — tickets become issues in that project
- Configure SLA policies (see below)
SLA Policies¶
An SLA policy defines response time targets and escalation rules.
- Open the service desk → SLA Policies → Add Policy
- Set: Name, Priority filter, Response target (minutes), Resolution target (minutes)
- Add Escalation Rules — notify a user or role when the SLA is about to breach
The SLA monitor checks for breaches every minute.
Incidents¶
Incidents track major outages or service disruptions.
- Create from Service Desk → Incidents → New Incident
- Set Severity (P1–P4) and affected service
- When an incident is resolved, a Postmortem is created automatically
Postmortem¶
The postmortem form captures: timeline, root cause, contributing factors, action items, and lessons learned. It is linked to the incident and visible in the incident detail view.
Email-to-Ticket (IMAP)¶
Configure IMAP credentials in your .env file (see Configuration). Emails received in the configured inbox are converted to tickets automatically.
Requires TW_IMAP_HOST, TW_IMAP_USER, and TW_IMAP_PASS to be set.