Enterprise Documentation
SNServiXO Documentation
Complete administrator and user guides for configuring, operating, and governing your SNServiXO Enterprise ITSM platform.
AI Intelligent Ticketing
Email-to-ticket, KB and similar-ticket auto-resolution, classification, and smart assignment— with Finance, HR, and personal queues reserved for agents.
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Ticketing & Workflow
Configure service catalogs, request types, approval workflows, and ITIL lifecycle controls.
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SLA Management
Define service commitments, configure business calendars, monitor compliance, and handle escalations.
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Change Management
CAB configuration, change lifecycle management, risk assessment, and deployment workflows.
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Problem & Release
Root cause analysis, known error management, and coordinated release deployment.
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Asset & CMDB
Asset lifecycle, CMDB configuration items, relationships, and sncloud-agent deployment.
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Knowledge Base & Chatbot
Manage articles, configure AI-powered chatbot, and embed self-service capabilities.
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Cross-Module Workflow
Connect modules with triggers and automated actions across the entire ITSM platform.
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Experience Management
Surveys, CSAT measurement, feedback collection, and customer experience analytics.
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Menu & Persona
Customize navigation menus and role-based personas for tailored user experiences.
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SSO, Users & Directory
Onboard users, roles, groups, and departments. Configure Azure AD / Entra, Okta, SAML, and Active Directory sync.
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Third-Party Integrations
Git, Jenkins, Salesforce, patch tools, monitoring, and knowledge repos — architecture, demo stories, and enterprise requirements.
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Platform Overview
SNServiXO is a fully integrated enterprise IT Service Management (ITSM) platform designed for modern organizations. It delivers ITIL-aligned processes across ticketing, change, problem, release, asset management, SLA governance, and AI-powered knowledge management.
Multi-tenant Architecture: All configurations are tenant-isolated. Settings made in one tenant do not affect others. Always ensure the correct tenant context is active before configuring.
Production hosting and resilience
SNServiXO SaaS production runs in the Singapore region on DigitalOcean as the primary cloud. Disaster recovery (DR) is hosted on AWS in Asia Pacific (Singapore) — ap-southeast-1. Operational traffic is served from the primary site; DR holds replicated configuration and data so the platform can be restored or failed over according to published recovery objectives.
| Site | Region | Role | Typical contents |
|---|---|---|---|
| DigitalOcean (primary) | Singapore (sgp1) | Live production | Application services, managed databases, object storage, background jobs, and tenant-facing endpoints. |
| AWS (DR) | Singapore (ap-southeast-1) | Disaster recovery | Standby infrastructure, replicated backups, and runbook-driven failover or restore procedures tested on a defined cadence. |
See Hosting, encryption, and PCI DSS on the architecture page for control detail and shared responsibility.
Key Capabilities
CoreTicketing & Service Management — Full ITIL ticket lifecycle with configurable request types, approval workflows, and SLA tracking.
CoreChange & CAB Management — Structured change advisory board process, risk assessment, and deployment scheduling.
CoreProblem Management — Root cause analysis, known error database, and permanent fix tracking.
CoreRelease Management — Planned deployment lifecycle with build, test, readiness review, and rollback controls.
DataAsset & CMDB — Hardware/software asset tracking, CI relationships, and automated Linux discovery via sncloud-agent.
DataSLA Management — Multi-target SLA policies, business calendars, pause/resume rules, and compliance reporting.
AIAI Intelligent Ticketing — Inbound email creates tickets; evidence-based auto-resolution from KB and similar resolved tickets; auto-classification and auto-assignment for general IT (Finance, HR, and personal queues stay human-only). Read the guide
AIKnowledge Base V2 — AI-assisted article authoring, vector search, and chatbot-integrated self-service.
AIExperience Management — CSAT surveys, sentiment analysis, and experience dashboards.
ConfigCross-Module Workflow — Event-driven automation across all modules with configurable triggers and actions.
ConfigMenu & Persona — Role-based UI customization with persona-driven navigation and access control.
ConfigThird-Party Integrations — Recommended targets across DevOps, CRM, monitoring, identity, and knowledge; demo stories and P0–P2 requirements. View architecture
IdentitySSO, Users & Directory — Tenant onboarding, departments, teams, groups, roles, 2FA, Azure AD / Entra, Okta, SAML / ADFS, and Active Directory / LDAP sync. Read the guide
Document Versions
| Guide | Version | Published | Audience |
|---|---|---|---|
| Ticketing & Workflow | 1.1 | 15 Jul 2026 | Platform & Workflow Admins |
| AI Intelligent Ticketing | 1.0 | 21 Oct 2026 | Service Desk & AI Admins |
| SLA Management | 1.0 | 14 Jul 2026 | SLA Admins, Service Owners |
| Change & CAB | 1.1 | 19 Jul 2026 | Change Managers, CAB Members |
| Problem & Release | 1.0 | 14 Jul 2026 | Problem & Release Managers |
| Asset, CMDB & sncloud-agent | 1.0 | 14 Jul 2026 | Asset, CMDB & Infrastructure Teams |
| Knowledge Base V2 & Chatbot | 1.0 | 14 Jul 2026 | Knowledge Managers, Admins |
| Cross-Module Workflow | 1.0 | 14 Jul 2026 | Platform Admins |
| Menu & Persona Configuration | 1.0 | 14 Jul 2026 | Platform Admins |
| SSO, Users & Directory | 1.0 | 22 Oct 2026 | Tenant & IAM Admins |
| Third-Party Integrations | 1.0 | 22 Oct 2026 | Architects, Sales & Delivery |
| Experience Management | 1.0 | 14 Jul 2026 | CX Admins, Service Owners |
| Auto-Assign & Categories | 1.0 | 14 Jul 2026 | Platform & Group Admins |
Enterprise reference view
SN ServiXO Platform Architecture
A business-level component view of how people, service-management capabilities, shared controls, enterprise data, and external systems work together across the ServiXO platform.
Unified service platform
Tenant-isolated
Persona-aware access
Workflow governed
Integration ready
Encryption at rest
PCI DSS aligned
Singapore region
Scope of this view: Component architecture for enterprise evaluation plus a high-level production hosting summary (DigitalOcean primary and AWS DR, both in Singapore). This page does not publish infrastructure sizing, network diagrams with private addresses, source-code structure, or credential handling procedures.
Enterprise component view
01
Enterprise channels
Where people and systems engage with ServiXO
Authenticated requests, events and responses
02
Experience & access
A consistent entry point shaped by enterprise context
Tenant & organization context
Identity & sign-in
Roles & permissions
Persona & menu experience
Localization & branding
Authorized service interaction
03
Service operations capabilities
Modular capabilities operating on a shared enterprise foundation
Governed orchestration across every module
04
Shared platform services
Controls and reusable services applied consistently across modules
Workflow & approvals
SLA & business calendars
Routing & automation
Notifications
Search & AI assistance
Reporting & dashboards
Audit & history
Integration services
Controlled data access and integration exchange
05
Enterprise data & ecosystem boundary
Protected business records connected to the customer environment
Tickets, changes, assets, knowledge, workflow decisions, configuration, audit history and reporting data remain associated with the active tenant context.
Identity providersEmail & collaborationMonitoring & DevOpsBusiness applicationsEndpoints & discovery agentsApproved storage services
How work moves through the platform
1CaptureRequest, alert, feedback or integration event
2ContextualizeTenant, requester, service, asset and knowledge context
3OrchestrateRouting, workflow, approvals, tasks and SLA
4DeliverAgents, automation and connected teams act
5LearnAudit, reporting, knowledge and experience insights
Enterprise control model
Access control
Tenant context, roles, permissions and personas determine what each user can see and do.
Process governance
Configurable lifecycle rules, approvals, CAB, SLA and evidence requirements govern work without hard-coding one operating model.
Traceability
Operational records, decisions, notifications and lifecycle history support review and audit.
Integration control
Enterprise connections are enabled through approved channels and remain subject to customer and platform access policies.
Data separation
Tenant-scoped configuration and business records provide organizational separation across the shared platform.
Protection at rest
Production databases, object storage, and backup volumes use provider-managed encryption at rest; application secrets are stored outside source code.
Continuous improvement
Service, SLA, knowledge and experience insights feed operational and governance improvement.
Production hosting, DR, encryption, and PCI DSS
SNServiXO multi-tenant SaaS is operated as a managed service in Singapore. Production user and API traffic runs on DigitalOcean in the Singapore datacenter (sgp1). A separate AWS stack in ap-southeast-1 supports disaster recovery so backups and standby capacity use a distinct cloud provider while remaining in the same geography for data residency planning.
| Environment | Provider | Region | Purpose |
|---|---|---|---|
| Production | DigitalOcean | Singapore (sgp1) | Primary application, database, storage, and integrations. |
| Disaster recovery | AWS | Singapore (ap-southeast-1) | Encrypted backups, standby capacity, restore and failover runbooks. |
DR
Cloud sites (Singapore)
Primary production on DigitalOcean; DR on AWS
Encrypted replication and backup transfer between Singapore sites
SEC
Data protection
In transit and at rest
TLS for client and service traffic
Encryption at rest on databases
Encryption at rest on object storage
Encrypted backup and DR copies
Tenant-scoped access controls
Audit and lifecycle history
Encryption at rest
| Data store | At-rest protection | Notes for reviewers |
|---|---|---|
| Relational databases | Provider-managed disk encryption on managed database clusters (primary and DR copies). | Tenant business records, configuration, workflow, and audit data. |
| Object storage | Server-side encryption on buckets/volumes used for attachments, exports, and pipeline artifacts. | Access is scoped by tenant and role; public URLs are not used for sensitive attachments. |
| Backups and DR replicas | Encrypted backup files and replicated snapshots transferred to AWS DR in ap-southeast-1. | Restore and failover exercises validate recoverability; tenant data for the standard SaaS footprint remains in Singapore. |
| Secrets and keys | Application secrets, API keys, and integration credentials held in secure configuration stores — not in application source or tenant-visible fields. | Customers supply credentials for their IdP, email, and optional AI endpoints via approved admin surfaces. |
PCI DSS alignment
SNServiXO is designed and operated to support customers running PCI DSS compliance programs. The platform provides ITSM, workflow, knowledge, and audit capabilities; it is not a payment card processing application and is not intended to store primary account numbers (PAN), sensitive authentication data, or PIN blocks in ticket, change, or knowledge fields.
| PCI DSS theme | Platform control | Customer responsibility |
|---|---|---|
| Protect stored data | Encryption at rest on databases, object storage, and backups; tenant isolation; no PAN storage in product design. | Do not paste card numbers or CVV into records; route payment data only through approved payment systems. |
| Protect data in transit | HTTPS/TLS for browser and API access to the SaaS endpoints. | Enforce modern TLS on integrations, email, and any middleware that calls ServiXO APIs. |
| Access control | Roles, permissions, personas, tenant context, and optional IdP federation. | Provision least-privilege users; review privileged access; align with PCI roles for in-scope staff. |
| Logging and monitoring | Audit history on records, workflow decisions, configuration changes, and SLA events. | Define retention, SIEM export, and alert rules for operational and compliance review. |
| Secure development and change | Controlled SaaS release process; customer-visible Change and CAB modules for their own PCI-scoped work. | Use Change/Problem/Release modules to govern changes to in-scope systems connected to ServiXO. |
| Compliance evidence | Knowledge Base articles can be tagged (for example PCI-DSS) for governed retrieval; export and audit views support assessment interviews. | Maintain policy articles, RACI, and evidence packs; confirm scope with your QSA or internal assessor. |
Assessment scope: PCI DSS validation applies to each customer’s cardholder data environment (CDE). SNServiXO typically sits outside the CDE as a service-management system. Confirm scope, shared responsibility, and any required contractual artifacts (for example SOC reports or control matrices) with SN ServiXO during enterprise onboarding. See also the Security & Compliance hub for OWASP, CSA STAR, SOC 2, and ISO 27001 readiness summaries.
Responsibility boundary
| Area | ServiXO platform | Customer enterprise |
|---|---|---|
| Platform capabilities | Provides the service-management modules, shared controls, configuration surfaces and integration capabilities. | Selects subscribed modules and defines the operating model appropriate to the organization. |
| Identity & access | Enforces configured tenant, role, permission and persona controls. | Maintains authoritative users, role assignments, groups and approved identity connections. |
| Process configuration | Provides lifecycle, workflow, SLA, routing, notification and audit features. | Owns policies, approvers, service targets, business calendars, categories and governance decisions. |
| Data quality | Stores and processes records within the configured tenant context. | Owns record accuracy, classification, retention requirements and source-system quality. |
| Integrations | Provides supported connection points and platform-side controls. | Authorizes connected systems, credentials, data scope and downstream actions. |
| Hosting & DR | Operates DigitalOcean production in Singapore (sgp1) and AWS DR in Singapore (ap-southeast-1) with encrypted backups, monitoring, and tested recovery procedures. | Defines RTO/RPO expectations, confirms data residency needs, participates in DR communication, and maintains integrations during failover exercises. |
| Encryption & PCI programs | Encryption at rest on managed stores; TLS in transit; controls that support PCI DSS-aligned operating models. | Keeps payment data out of ITSM records; maps ServiXO into PCI scope; owns IdP, retention, and assessor evidence. |
Enterprise evaluation: Use this component view to align service owners, security, architecture, operations and governance teams. Confirm data residency, integration design, DR objectives, and PCI scope with SN ServiXO for your subscription.
Enterprise integration reference
Third-Party Integrations
How ServiXO sits alongside the tools enterprises already run — source control, CI/CD, CRM, monitoring, identity, knowledge stores, and more — through a shared integration layer rather than one-off scripts.
REST & webhooks
OAuth 2.0 / OIDC
Event & scheduled sync
Tenant-scoped credentials
Audit-ready exchanges
Banking & enterprise ready
Read this first: The platforms listed below are recommended integration targets for enterprise and banking conversations — not a verified inventory of connectors already shipping in every ServiXO tenant. Connector availability, authentication method, and deployment shape (SaaS, hybrid, on-prem gateway) are confirmed in technical discovery or a proof of concept.
Integration architecture
Enterprise tools rarely talk to ITSM the same way twice. Some push webhooks on every deploy; others need a nightly sync; identity providers speak OIDC; contact centres need low-latency knowledge hints. ServiXO’s integration layer is the common place those patterns land before they touch tickets, changes, CMDB, or knowledge.
01
Third-party ecosystem
Systems outside ServiXO that create events, hold master data, or need status back
Authenticated calls, webhooks, events, and scheduled jobs
02
ServiXO integration layer
Shared patterns — not a separate product the customer has to buy twice
REST APIs
OAuth 2.0 / OIDC
Inbound & outbound webhooks
Event ingestion
Scheduled sync
Connector adapters
Credential vault & rotation
Execution logs & replay
Tenant-scoped records and workflow actions
03
ServiXO platform
Where integration outcomes become governed service work
Conceptual target: This diagram shows the intended enterprise shape. Exact connector list and auth methods for a given customer are validated during discovery — especially for on-prem patch tools, private SIEM, and contact-centre embeds.
Recommended integration targets
Grouped the way architecture and procurement teams usually ask: what sits next to ServiXO, and what work does the connection actually do?
Source control & DevOps
GitHub · GitLab · Bitbucket · Azure DevOps
Link commits, pull requests, and deployments to change tickets so reviewers see the actual code path, not a pasted URL in a comment.
CI/CD
Jenkins · GitHub Actions · GitLab CI/CD · Azure Pipelines · Argo CD
Trigger pipelines after change approval, capture build evidence, and write release status back onto the ServiXO record.
Patch management
SCCM / MECM · Intune · WSUS · ManageEngine · Satellite · Ansible
Schedule patches under change control, map failures to incidents, and keep compliance reporting tied to CMDB assets.
CRM
Salesforce · Dynamics 365 · HubSpot · Zoho CRM
Keep customer cases and ServiXO tickets in step — escalations, status, and the internal work that sales never sees.
Cloud platforms
AWS · Microsoft Azure · Google Cloud
Cloud incidents, resource inventory into CMDB, monitoring events, and service mapping for impact analysis.
Monitoring & AIOps
Zabbix · Nagios · Datadog · Dynatrace · New Relic · Prometheus · Grafana
Alert-to-incident creation, correlation, and operational dashboards that open governed work instead of orphan emails.
Security & SIEM
Microsoft Sentinel · Splunk · QRadar · Google SecOps · CrowdStrike
Security incident intake, escalation paths, and remediation workflows with the audit trail auditors expect.
Identity & access
Entra ID · Okta · Keycloak · LDAP · Active Directory
SSO, user provisioning, access requests, and approval workflows. See the SSO, Users & Directory guide for configuration detail.
Collaboration
Microsoft Teams · Slack · Zoom · Email / SMTP
Notifications, approvals in-channel, incident bridges, and escalation when the queue is quiet at 2 a.m.
Knowledge repositories
SharePoint · OneDrive · Google Drive · Confluence · file servers · internal DBs
Feed AI Knowledge Base ingestion and Agent Assist so answers stay permission-aware and cited.
IT asset & discovery
Lansweeper · Intune · SCCM · AWS Config · Azure Resource Graph
Asset synchronization, CMDB population, and configuration drift that change managers can actually use.
Endpoint security
Microsoft Defender · CrowdStrike · SentinelOne · Tenable · Qualys
Vulnerability findings become remediation tasks with patch priority, not a spreadsheet that ages for a quarter.
ERP & business apps
SAP · Oracle ERP · Microsoft Dynamics 365
Business requests, approval chains, and asset / contract synchronization with the systems of record finance already trusts.
Customer contact centres
Genesys Cloud · Amazon Connect · Five9 · Cisco Contact Center
Agent Assist, customer context beside the call, knowledge suggestions, and case creation without alt-tab archaeology.
Database & middleware
Oracle · SQL Server · PostgreSQL · IBM MQ · Kafka
Health events and operational alerts become incidents; service dependencies stay visible when something stalls mid-queue.
Automation & orchestration
Ansible Automation Platform · Rundeck · Terraform · Power Automate · n8n
Automated remediation and provisioning that still leave an approval and evidence trail in ServiXO.
Four integrations worth showing a client
When the room only has time for a few stories, these four cover release governance, patch compliance, customer ops, and Agent Assist — without pretending every connector is already finished.
1
Git + Jenkins — change & release
Automated change evidence from merge to production
Merge request→Link change→CAB / approve→Jenkins pipeline→Result on change
A developer opens a merge request, links it to a ServiXO change, gets approval, and kicks Jenkins. Deploy outcome and artefacts sync back onto the change so audit does not live in a Slack thread.
Value: Traceability from code change to production release.
2
Patch management — controlled remediation
Findings → CMDB → change → install evidence
Import findings→Map CIs→Create change→Approved window→Capture result
Pull patch or vulnerability findings, map affected assets in the CMDB, raise changes for the maintenance window, and record what actually installed — including failures that become incidents.
Value: Patch compliance with auditable change execution.
3
Salesforce — customer service bridge
Cases and technical tickets stay aligned
Salesforce case↔ServiXO ticket→Escalation status→Internal KB
Synchronize cases with ServiXO service tickets, keep escalation status honest on both sides, and surface internal knowledge to agents without exposing every article to the CRM.
Value: Connected customer support and technical operations.
4
Enterprise knowledge + contact centre Agent Assist
Permission-aware answers during live interactions
SharePoint / Drive→KB ingest→Live call / chat→Suggested reply + citation
Connect SharePoint, OneDrive, Google Drive, and internal repositories. During a live interaction, retrieve articles the agent is allowed to see and suggest responses with source references — not anonymous AI prose.
Value: Faster discovery and more consistent customer answers. See also KB V2 architecture.
Enterprise integration requirements
Banks and large enterprises ask for the plumbing before they ask for the logo wall. Priority below is how we talk about the foundation versus the nice-to-haves.
| Integration capability | Priority | Why it matters |
|---|---|---|
| REST API (GET, POST, PUT, PATCH, DELETE) | P0 | Baseline for every system that can call HTTPS. |
| OAuth 2.0 / OpenID Connect | P0 | Enterprise IdPs and SaaS apps will not hand you a shared password forever. |
| Webhook inbound and outbound | P0 | Near-real-time events without polling every five minutes. |
| API keys, token rotation, secure credential storage | P0 | Secrets leave tickets and chat; rotation is operational hygiene. |
| RBAC and integration service accounts | P0 | Connectors act as least-privilege identities, not as a human admin. |
| Retry, timeout, dead-letter / replay | P0 | Transient failures are normal; silent data loss is not. |
| Integration execution logs and audit history | P0 | Security and ops need to reconstruct what ran overnight. |
| Scheduled and event-driven synchronization | P0 | Some sources push; some only allow nightly pulls. |
| Data mapping and transformation | P1 | Field names never match; mapping belongs in the platform, not a one-off script. |
| Connector configuration and health dashboard | P1 | Ops needs a single place to see which connector is failing. |
| SAML 2.0 and SCIM provisioning | P1 | Common ask alongside OIDC for workforce identity. |
| On-premises integration gateway | P1 | Patch tools and AD often sit behind the firewall. |
| mTLS, certificates, private connectivity | P1 | Banking networks prefer mutual TLS and private paths. |
| Event streaming (Kafka / IBM MQ) | P2 | High-volume enterprise buses after the REST/webhook foundation is solid. |
| Low-code connector builder / marketplace | P2 | Ecosystem scale once core adapters and governance patterns exist. |
P0 essential foundation · P1 enterprise expansion · P2 advanced ecosystem
What to tell the client
Talking points
ServiXO — third-party integration capabilities
ServiXO is built as an extensible enterprise service management platform. It is meant to sit with the tools you already run — not replace every one of them in the first release.
The integration roadmap covers source control (GitHub, GitLab), CI/CD (Jenkins and peers), patch management, Salesforce CRM, cloud platforms, monitoring, identity providers, and knowledge repositories such as SharePoint, OneDrive, and Google Drive.
Architecturally we use familiar enterprise patterns: REST APIs, OAuth 2.0, webhooks, event-driven flows, and scheduled synchronization — with tenant-scoped credentials and audit history.
Typical use cases we walk through early: automated change and release, patch compliance, alert-driven incidents, CMDB sync, and AI-assisted contact centre Agent Assist.
Connector availability, scope, and deployment requirements (including any on-prem gateway) are confirmed through technical discovery and, where useful, a focused proof of concept.
Next reads: Platform architecture for the component boundary · SSO & directory for identity · KB V2 architecture for knowledge and Agent Assist · Contact support to schedule discovery.
Knowledge Base V2 integration view
ServiXO and Knowledge Base V2 Architecture
Block view of how the ServiXO portal, KB V2 gateway, processing pipeline, retrieval, optional AI synthesis, and customer chatbot embed work together under tenant and role controls.
Tenant pinned end-to-end
Gateway roles (read / write / chat / admin)
Governance before retrieval
Cited answers
No browser gateway secrets
Scope: Logical components and trust boundaries for implementation and security review. Deployment topology (Kubernetes, regions, sizing) is customer-specific. Detailed configuration steps are in the Knowledge Base user guide.
Component block view
01
Knowledge consumers
Who uses governed content and how they connect
HTTPS — authenticated ServiXO session (portal) or origin-scoped chat token (public site)
02
ServiXO platform boundary
Experience, authorization, and KB V2 proxy
/api/v2/kb-v2/* — no direct gateway credentials in browserknowledgebase:*), tenant pin, feature entitlement
Organization AI configuration ID (reference)
Customer KB / gateway connection settings
Notification & ITSM module context (tickets, incidents)
Upstream call — tenant-bound JWT or API key; least-privilege gateway role per operation
03
KB V2 gateway
API entry, policy enforcement, audit
Documents & metadata
Ingestion jobs
Hybrid search
Agent guide
Chat (tenant & publish token)
Access policies
Lifecycle & legal hold
Applications & model registry
Gateway roles map from portal permissions: kb.read, kb.write, kb.chat, kb.admin.
Async jobs and synchronous query paths
04
Processing and retrieval
From source file to searchable, governed chunks
Optional synthesis after retrieval (organization AI or tenant model registry)
05
AI synthesis (optional)
Grounded generation — not a bypass for governance
Model composes from retrieved chunks; citations returned with answer. Separate toggles for internal guides vs customer chatbot.
Passages from retrieval or safe insufficiency message; provider errors must not leak secrets (acceptance KB-21).
Persistent tenant-scoped storage and external connections
06
Data and ecosystem
Stores and connected sources
Object storage (sources), document metadata DB, vector index, job and audit records — all keyed by tenant.
SharePoint / ConfluenceFile shares & URLsSync schedulesAzure OpenAI / OpenAIApproved embed originsHandoff (email, chat, URL)
Primary request paths
AIngestUpload or source sync → job → Indexed
BSearchPortal → kb-v2 proxy → kb.read → retriever → citations
CGuideAgent question → evidence → optional synthesis
DChatbotCustomer site → kb.chat token → scoped retrieve → reply + handoff
Trust boundaries
| Boundary | Trusts | Must not trust |
|---|---|---|
| Browser → ServiXO | ServiXO session, CSRF/CORS policy, persona permissions | Client-supplied tenant ID for authorization; embedded gateway keys |
| ServiXO → KB gateway | Configured API key or JWT, TLS, gateway health | Broad admin roles when read/chat suffices |
| Retriever | Lifecycle, access policy, collection scope | Indexed alone as “approved for customer” |
| Public chatbot | Publish token (kb.chat), origin allowlist, public scope | Full corpus; token reuse for admin APIs |
Next steps: Configure the gateway in section 5 of the user guide, AI in section 6 (AI configuration), and validate with the section 20 acceptance matrix (sections 19–21).
Contact Support
Enterprise support for ServiXO configuration, troubleshooting, and platform questions. ServiXO is a product of SN CloudTech.
SN CloudTech
Publisher of ServiXO · Enterprise ITSM & workflow platform
- Website
- sncloudtech.com
- Product
- snservixo.com
- Hyderabad (India)
- 5th Floor, Phase 1, Road Number 1, MIG-531, KPHB Phase 2, Kukatpally, Hyderabad, Telangana 500072, India
- contact@sncloudtech.com
- Phone
- +91 97041 32390
Platform support
Technical issues, tenant configuration, and ServiXO platform questions.
support@snservixo.comSupport handoff
When contacting support, please include:
- Tenant ID
- Module affected
- Steps to reproduce
- Error messages / screenshots
- Approximate time of issue (with timezone)
Before contacting support: Check the troubleshooting section in the relevant user guide. Most common issues are covered with step-by-step resolutions.
Release Notes
What's new in SNServiXO documentation and platform updates.
v1.2
20 July 2026
Enterprise Platform Architecture
- Added an enterprise component view of the ServiXO platform
- Documented shared controls, tenant boundaries, integration categories and responsibility ownership
- Added an operating flow and enterprise evaluation checkpoints
v1.1
15 July 2026
Ticketing & Workflow Guide Update
- Added cross-module workflow binding documentation
- Enhanced approval level configuration examples
- Updated committee approval workflow example
- Expanded troubleshooting matrix with first diagnostic checks
v1.0
14 July 2026
Initial Documentation Release
- Published all 10 enterprise user guides
- SLA Management complete guide with 7-part structure
- Change & CAB Management with full workflow documentation
- Problem & Release Management with ITIL-aligned processes
- Asset, CMDB, and sncloud-agent deployment guide
- Knowledge Base V2 and Chatbot integration guide
- Cross-module workflow automation documentation
- Experience Management and survey configuration guide
- Menu and Persona configuration guide
- Auto-Assign Groups and Ticket Categories guide