Record Examples
The following record examples are added to the system to illustrate the workflow:
User queries
User queries are created by the users of the Self-Service Portal via the Ask a question card, or via the AI Assistant if it is configured. They can also be created in the agent interface. Agents process user queries by classifying them as incidents or service requests.
Demo user queries
| Subject | Description | State | Related records |
|---|---|---|---|
| How to create a service request in the system? | Good afternoon! I am looking for the instructions on how to create service requests in SimpleOne ITSM. Could you please point me to the appropriate documentation? I need to configure a couple of new forms. | Unprocessed | |
| Access to the sales department folder | Hello! For my work, I need access to the shared directory of the sales department on the file server. Could you tell me how to obtain it? | Processed | Service request: Access to the sales department directory |
| Skype for Business connection issues | Good afternoon! I am working remotely. When trying to connect to Skype for Business for a meeting, I get the "Security certificate is invalid" error. My colleagues say others have the same problem. Please advise how to proceed. | Processed | Incident: Skype for Business connection issues |
| How much does server colocation cost? | Hello! We are planning to colocate two servers in your data center. Please provide current colocation prices and communication channel conditions. | Unprocessed | |
| Connecting a new office in Kazan to the cloud | Good afternoon! We are opening a new office in Kazan. We need to connect it to our cloud infrastructure. How should we proceed and how long will it take? | Processed | Service request: Connecting a new office to the cloud |
| Slow loading of videos on the enterprise website | Hello! The videos for clients on our enterprise website are loading very slowly. This is especially noticeable in the evening. Could it be caused by problems with the CDN? | Processed | Incident: Slow loading of videos on the enterprise website |
| Adding a new employee to the virtual office | Hello! A new employee has joined our department. We need to create a virtual office account and configure access to shared resources. | Processed | Service request: Adding a new employee to the virtual office |
| Consultation on storage system selection | Good afternoon! We are planning a storage upgrade. Can you advise on choosing between NetApp and Dell EMC? Namely, which one is better in terms of performance and total cost of ownership. | Unprocessed | |
| Server spontaneously rebooted | Hello! Our rented server unexpectedly rebooted last night. The logs indicate a hardware error. Could it be related to your equipment? This server hosts our critical business processes. | Processed | Incident: Server spontaneously rebooted |
| Installing Adobe Photoshop for a marketing department designer | Good afternoon! A designer in the marketing department needs Adobe Photoshop installed on their work computer. Do we have a license? | Processed | Service request: Installing Adobe Photoshop for a marketing department designer |
| Issues with receiving emails from external business partners | Hello! For two days already, I have not been receiving emails from some external business partners. They are not in the spam folder. Please check the mail servers' operation. | Processed | Incident: Issues with receiving emails from external business partners |
| Can the repository size be increased? | Hello! Our project repository has grown to 12 GB, while the limit is 10 GB. Can the limit be increased or do we need to clear the history? What is the best way to proceed? | Unprocessed | |
| Access to the Alpha project repository in GitLab | Hello! I've been assigned to the Alpha project. I need access to the corresponding repository in GitLab with write permissions. | Processed | Service request: Access to the Alpha project repository in GitLab |
| When will the new laptops be delivered? | Good afternoon! We ordered five new laptops for the development department two weeks ago. Please update me on the order status and approximate delivery time. | Unprocessed | |
| Cannot access the Reports section on the portal | Good afternoon! When trying to access the Reports section on the enterprise portal, I get an access error. Other employees in the department have the same problem. | Processed | Incident: Cannot access the Reports section on the portal |
Service requests
Service requests are created by the users of the Self-Service Portal from the Service Catalog, or via the AI Assistant if it is configured. They can also be created in the agent interface. Service requests are used to initiate a service action.
Demo service requests
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| Access to the sales department directory | Hello! For my work, I need access to the shared directory of the sales department on the file server. Could you tell me how to obtain it? | Access to Network Resources | Completed |
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| Connecting a new office to the cloud | We are opening a new office in Kazan. We need to connect it to our cloud infrastructure. How should we proceed and how long will it take? | IT Infrastructure Setup | In Progress |
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| Adding a new employee to the virtual office | A new employee has joined our department. We need to create a virtual office account and configure access to shared resources. | Virtual Office | Assigned |
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| Installing Adobe Photoshop for a marketing department designer | A designer in the marketing department needs Adobe Photoshop installed on their work computer. Do we have a license? | Software Installation or Upgrade | Information Needed |
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| Access to the Alpha project repository in GitLab | I have been assigned to the Alpha project. I need access to the corresponding repository in GitLab with write permissions. | Repository Access Provision | Authorization |
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| Setting up a business rule for automatic assignment of the responsible | Please set up a business rule for the automatic assignment of the responsible group depending on the ticket category. | Mandatory Fields Configuration | Registered |
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| Creating a group mailing list for the sales department | Please create a group mailing list for the sales department. It needs to include all the department employees. | Addition to Mailing List | In Progress |
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| Software update on client servers | It is necessary to update the software on client servers (Windows Server OS, antivirus, backup). | Server Deployment | Information Needed |
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| Changing the design of the portal main page | Please change the design of the enterprise portal main page in accordance with the company's new brand book. | Portal Consultation | Rejected by User |
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| Replacing the power supply unit in a rented server | The power supply unit in the rented server (SRV-APP-01) stopped functioning. Urgent replacement is needed. | Equipment Technical Maintenance | Closed |
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Incidents
Incident tickets are created by the users of the Self-Service Portal via the Report an incident card, or via the AI Assistant if it is configured. They can also be created in the agent interface. These tickets are used for reporting an unplanned interruption of a service or reduction in its quality.
Demo incidents
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| Problems connecting to Skype for Business | When connecting to Skype for Business from home, the "Security certificate is invalid" error appears. Several employees working remotely have encountered the same problem. | Managed IT | Completed |
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| Slow loading of videos on the enterprise website | Videos for clients on the enterprise website are loading very slowly. This is especially noticeable in the evening. There may be problems with the CDN. | CDN Access | In Progress |
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| Server spontaneously rebooted | Last night, the rented server unexpectedly rebooted. Logs indicate a hardware error. This server hosts the client's critical business processes. | Hardware as a Service (HaaS) | Assigned |
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| Issues with receiving emails from external business partners | For two days already, I have not been receiving emails from some external business partners. They are not in the spam folder. Several employees have encountered the same problem. | Registered |
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| Cannot access the Reports section on the portal | When trying to access the Reports section on the enterprise portal, an access error occurs. Other employees in the department have the same problem. | Enterprise Portal | Information Needed |
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| Application server malfunction on the enterprise portal | The enterprise portal application server (srv-portal-app-01) has been experiencing increased CPU load and memory leaks. The service is unstable, errors occur periodically when trying to open portal sections. | Enterprise Portal | In Progress |
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| The Documents page on the portal does not open | When trying to open the Documents page on the enterprise portal, the page freezes and does not load. | Enterprise Portal | In Progress |
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| Error when exporting reports from the portal | When trying to export a report in the Excel format from the portal, the "Failed to generate file" error appears. | Enterprise Portal | In Progress |
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| Accounting department printer stopped working | The printer in the accounting department (HP LaserJet 400) stopped printing. The screen shows the "Paper jam" error but there is no jammed paper inside. | Workplace | Completed | Article: Incident Model for Workplace |
| 1C does not start at the workplace | When trying to launch 1C at a rented workplace, the "Failed to connect to 1C:Enterprise server" error appears. Other applications are operational. | Hardware as a Service (HaaS) | Information Needed | Article: Incident Model for Hardware as a Service (HaaS) |
Problems
Problem records are created by agents from incidents after initial processing.
Problems can be known errors. Such problems are included in the Known Error Database (KEDB) with their description and workaround.
Demo problems
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| Problems with Skype for Business certificates | When connecting to Skype for Business from external networks, the "Security certificate is invalid" error occurs. The problem is widespread, affecting remote employees. The conducted analysis shows that the root cause is the approaching expiration date of the SSL certificates on edge servers. The certificates expire on 03/15/2026. | Managed IT | Completed |
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| Problems with monitoring servers via SNMPv3 | The monitoring system incorrectly processes SNMPv3 requests to servers with the AES-256 encryption. It manifests as periodic disappearances of servers from monitoring, as well as false alerts. The problem affects the servers switched to SNMPv3 as part of the security enhancement program. The conducted analysis indicates a conflict between the AES-256 implementations in various OSes and the monitoring system. | Managed IT | Known Error | Known error: Server monitoring error when using SNMPv3 with AES-256 encryption |
| False temperature sensor alarms in the data center | In the data center, temperature sensors in individual racks periodically generate false overheating alarms. The actual temperature is within normal limits. The problem arose after the modernization of the cooling system. Sensors get into the turbulence zone created by the new air distribution system. | Colocation | Known Error | Known error: False temperature sensor alarms in data center racks when using new cooling systems |
| Network interface diagnostic errors when using SR-IOV | In the rented equipment with SR-IOV, false link down alerts occur, and the connection speed is determined incorrectly. The problem affects the servers with the Mellanox ConnectX-5 network cards. It leads to short-term connection interruptions during automatic switching to backup interfaces. | Hardware as a Service (HaaS) | Known Error | Known error: Network interface diagnostic errors in rented equipment when using SR-IOV virtualization |
| Incorrect links in email notifications | The links to incidents in email notifications generated before the update to the version 7.2.1 lead to the portal home page instead of a specific record. The problem is caused by the URL format change and lack of automatic redirection. It affects users when opening links via old emails or bookmarks. | SimpleOne ITSM | Known Error |
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| Critical delay of system notifications | Users are receiving new task notifications with a delay of 2 to 8 hours during peak hours. The sending queue overflows and the system switches to the throttling mode. The problem is related to architectural limitations of the notification system. It intensifies on the days of monthly reports. | CDN Access | Registered |
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| No stable access to the virtual workplace | Users lose VPN connection 2-3 minutes after connecting with two-factor authentication (2FA) enabled. The problem is widespread, affecting remote employees. The conducted analysis shows a conflict between the session token update and 2FA security policies. | Virtual Office | In Progress |
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| Laptops spontaneously reboot when connecting to the network | The Dell Latitude 74xx and HP EliteBook 840 G8 laptops reboot when connecting to the Universal USB-C Dock D6000 docking stations. The problem is caused by a power management driver error. It occurs in 70% of cases when actively working with the graphics. | Ordering or Replacement of Equipment | Completed |
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Known errors
The demo data also includes articles on known errors and their workarounds.
All demo known errors are in the Outstanding state, which makes them available in the Known Error Database (KEDB) on the Self-Service Portal. Users with the admin role can configure the conditions for known error display on the portal.
Demo known errors
| Name | KB Category | Service | Related records | Rating* |
|---|---|---|---|---|
| Clicking an incident link from an email opens the portal home page | Portals and Web Services | SimpleOne ITSM | Problem: Incorrect links in email notifications | 0 |
| Issues with interactive widget display on the mobile version of the enterprise portal | Portals and Web Services | Enterprise Portal | 3 | |
| Notification delay under increased portal load | Portals and Web Services | Portal Access Provision | Problem: Critical delay of system notifications | 0 |
| Incorrect display of long tables in the GitLab web interface | Portals and Web Services | GitLab | 1 | |
| Personal account settings reset after user profile update | Portals and Web Services | SimpleOne ITSM | 0 | |
| Error connecting to virtual office via VPN when using two-factor authentication | Access and Authentication | Virtual Office | Problem: No stable access to the virtual workplace | 2 |
| Employees without the ITSM_agent role cannot access the Service Catalog on portal | Access and Authentication | SimpleOne ITSM Access Provision | 2 | |
| Error installing licensed software via centralized distribution during antivirus definition update | Access and Authentication | Software Installation or Upgrade | 1 | |
| Laptops spontaneously reboot when connecting to a specific docking station model | Access and Authentication | Ordering or Replacement of Equipment | Problem: Laptops spontaneously reboot when connecting to the network | 1 |
| Network printer settings reset after major Windows updates | Access and Authentication | Access to Network Resources | – | |
| Error executing pipeline in GitLab when using cached dependencies | Infrastructure and System Integration | GitLab | – | |
| File synchronization delay in the cloud storage when working with large amounts of data | Infrastructure and System Integration | Cloud Service | – | |
| The Related problem field remains empty when an incident is registered via the monitoring system | Infrastructure and System Integration | SimpleOne ITSM | – | |
| Server monitoring error when using SNMPv3 with AES-256 encryption | Infrastructure and System Integration | Managed IT | Problem: Server monitoring problems with SNMPv3 | – |
| Errors during automatic backup of virtual machines with large data partitions | Infrastructure and System Integration | Server Deployment | – | |
| False temperature sensor alarms in data center racks when using new cooling systems | Hardware and Data Centers | Colocation | Problem: False temperature sensor alarms in the data center | – |
| Remote power management (PDU) errors during concurrent access by multiple users | Hardware and Data Centers | Remote Power Management | – | |
| Network interface diagnostic errors in rented equipment when using SR-IOV virtualization | Hardware and Data Centers | Hardware as a Service (HaaS) | Problem: Network interface diagnostic errors when using SR-IOV | – |
| Performance issues with NVMe drives after long continuous operation | Hardware and Data Centers | Equipment Technical Maintenance | – | |
| Incompatibility of a power supply unit model with HP ProLiant servers | Hardware and Data Centers | Hardware as a Service (HaaS) | – |
*The total Rating of a known error's usefulness is calculated based on user ratings stored in the Known Error Rating (itsm_known_error_rating) table. These ratings are also included in the demo data, together with the users' Feedback.
Change requests
Change requests are created by the employees from the problems and incidents after initial processing for the system to be improved accordingly.
Demo change requests
| Subject | Description | Service | State | Related records |
|---|---|---|---|---|
| Configuration of mandatory fields and business rules for the SimpleOne ITSM service | As part of the SimpleOne ITSM service, it is necessary to make the Description field mandatory for all types of tickets created through the self-service portal, as well as to configure a business rule for automatically assigning the responsible group depending on the selected service. This will make the collected data more structured and speed up ticket processing. | SimpleOne ITSM | Registered | Change tasks:
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| Planned replacement of SSL certificates for the servers of the Consumer Company client | As part of the Managed IT service for the Consumer Company client, it is necessary to carry out a planned replacement of SSL certificates on the edge servers of Skype for Business and update the OAuthTokenIssuer certificate on the front-end servers. The current certificates expire on 03/15/2026. The work is planned to be performed during a maintenance window approved by the client. | Managed IT | Completed | Incident: Problems connecting to Skype for Business Problem: Problems with Skype for Business certificates Change tasks:
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| Updating price plans in the billing system for the CDN Access service | Because the upstream provider changed their price plans, it is necessary to update the price list for the CDN Access service. The changes pertain to the cost of traffic for clients in the Asia-Pacific region. It is necessary to update the prices in the billing system, adjust contract templates, and notify clients of the changes 30 days in advance. | CDN Access | Scheduled | Change tasks:
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| Migration of virtual machines to a new storage system for the Consumer Company client | Because the current storage system (NetApp FAS2552) has reached the end of its service life, it is necessary to migrate 15 virtual machines of the Consumer Company client to the new NetApp AFF A250 storage system. The work consists of stopping the virtual machines, migrating disks via Storage vMotion mechanisms, updating configurations, and checking the service's operability. The work should be performed according to the procedure approved by the client as part of the HaaS service. | Hardware as a Service (HaaS) | In Progress | Change tasks:
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| Migration of mailboxes to a new mail server | Because the mail-old.company.local mail server has reached the end of its service life (its storage reached the limit and the Windows Server 2012 OS is no longer supported), it is necessary to migrate all employee mailboxes (250 mailboxes with the total volume of 1.2 TB) to the new mail-new.company.local server running Windows Server 2022 with an updated version of Exchange Server. The migration should be carried out in stages by department in the evenings. | Completed | Change tasks:
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