Documentation Index
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Module: IT Service Management
Prefix:it_
Tables: 35
Last Updated: 2026-01-11
Overview
The IT Service Management module provides help desk ticketing, IT asset management, SLA tracking, knowledge base, and change management capabilities.Tickets ERD
SLA Management ERD
IT Assets ERD
Software & Licenses ERD
Knowledge Base ERD
Change Management ERD
RLS Policy Coverage
| Table | SELECT | INSERT | UPDATE | DELETE | WITH CHECK | Status |
|---|---|---|---|---|---|---|
| it_tickets | ✅ | ✅ | ✅ | ✅ | ✅ | Complete |
| it_ticket_comments | ✅ | ✅ | ✅ | ✅ | ✅ | Complete |
| it_ticket_history | ✅ | ✅ | - | - | - | History table |
| it_sla_policies | ✅ | ✅ | ✅ | ✅ | ✅ | Complete |
| it_assets | ✅ | ✅ | ✅ | ✅ | ✅ | Complete |
| it_software | ✅ | ✅ | ✅ | ✅ | ✅ | Complete |
| it_kb_articles | ✅ | ✅ | ✅ | ✅ | ✅ | Complete |
| it_kb_article_versions | ✅ | ✅ | - | - | - | Version table |
| it_change_requests | ✅ | ✅ | ✅ | ✅ | ✅ | Complete |
Key Tables
it_tickets
Help desk tickets with full lifecycle tracking and SLA integration.it_sla_policies
Service Level Agreement definitions with priority-based targets.it_assets
IT hardware and equipment inventory with assignment tracking.it_kb_articles
Self-service knowledge base articles with versioning.it_change_requests
ITIL-aligned change management workflow.Helper Functions
| Function | Purpose |
|---|---|
it_has_org_access(org_id, user_id) | Check IT module access |
it_calculate_sla_due(ticket_id) | Calculate SLA due date |
it_get_available_licenses(software_id) | Count available license seats |
it_get_open_tickets(user_id) | Get user’s open tickets |
Cross-Module Dependencies
- PF: Organizations, profiles, notifications
- FM: Physical asset integration (hardware)
- HR: Employee assignment, onboarding IT setup
- FW: Change approval workflows