Integrations
Connects to the tools you use
Set up connections through ERP.AI and Proto workflows, with every change logged.
- IT Service + Asset + Knowledge
- Event source
IT Service + Asset + Knowledge · Available now
Example screen with sample data
Keep service work tied to its records.
IT Service + Asset + Knowledge brings service interruptions, requests, changes, assets, problems and articles into linked working records. An incident can identify the affected service and asset, its assigned person, priority, acknowledgment and resolution times.
- No per-user fees
- Manual work is free
- Configure it in Proto
OverviewOpen incident queue×
IT Service + Asset + Knowledge · Incidents
New incident
Open incident queue
Incidents in one list
Incidents in view
6Low
2Medium
2High
1Low2
Restore west office connectivityCustomer support portal
21 Oct
Expand backup storage poolFinance reporting
12 Oct
Add
Medium2
Finance reports fail during exportEmployee identity and access
01 Nov
Support portal mail queue delayedFinance reporting
02 Nov
Add
High1
Apply firewall firmware updateEndpoint management
15 Oct
Add
Critical1
Warehouse scanners cannot sign inFinance reporting
27 Oct
Add
Restore west office connectivityIncidents · INC-65900
LowOpened at21 Oct
StatusOpen
ServiceCustomer support portal
AssetConference room display
Assigned toJamal Ellis
Approve service requestINC-65900 · Restore west office connectivity
Service Manager decides whether the submitted request is approved or rejected.
Waiting for Service Manager
ApproveReturn
- Tables, ready to use
- 12
- Saved views
- 13
- Roles with set permissions
- 6
- Reports and dashboards
- 9
Features
Service work in context
Every feature works on the same records. Pick one to see the screen your team works in.
Incidents
Record an interruption, acknowledge it, investigate and close it with its service context.
- Intake
- Response
- Closure
- Incidents
- Incident updates
- Services
- Assets
- People
OverviewIncident update history×
IT Service + Asset + Knowledge · Incidents
New
Incident update history
Incident updates
| Name | Occurred at | Update text | Incident | Author | |
|---|---|---|---|---|---|
| Network team investigating uplink | 03 Nov | Uplink errors continue; carrier ticket opened. | West office internet intermittent | Nora Ibrahim | |
| Finance service restored | 24 Oct | Report export recovered after pool restart. | Endpoint enrollment stalled | Alina Petrova | |
| Scanner login workaround shared | 22 Oct | Workaround shared with warehouse supervisors. | Backup job missed overnight window | Alina Petrova | |
| Vendor engaged for backup fault | 27 Oct | Backup vendor reviewing storage errors. | Endpoint enrollment stalled | Alina Petrova | |
| Wireless controller restarted | 16 Oct | Wireless controller restart completed. | West office internet intermittent | Rohan Desai |
6 of 6 records
Network team investigating uplinkIncident updates · IU-52823
Occurred at03 Nov
Update textUplink errors continue; carrier ticket opened.
IncidentWest office internet intermittent
AuthorNora Ibrahim
Requests
Track submitted service requests through approval, work and completion.
- Submit
- Decide
- Fulfill
- Service requests
- People
- Services
OverviewSubmitted requests×
IT Service + Asset + Knowledge · Requests
New
Submitted requests
Approval conditions
| Name | Request type | Requested at | Due at | Status | Requester | |
|---|---|---|---|---|---|---|
| Grant access to finance reports | Access request | 01 Nov | 04 Nov | Submitted | Caleb Wright | |
| Setup laptop for new analyst | Hardware replacement | 29 Oct | 04 Nov | Submitted | Meera Venkatesh | |
| Add warehouse scanner user | Software installation | 27 Oct | 04 Nov | Submitted | Meera Venkatesh | |
| Restore shared folder access | New starter setup | 16 Oct | 25 Oct | Submitted | Sofia Haddad | |
| Install approved design software | Permission change | 18 Oct | 21 Oct | Submitted | Miriam Costa |
6 of 6 records
Grant access to finance reportsService requests · SR-46035
SubmittedRequest typeAccess request
Requested at01 Nov
Due at04 Nov
RequesterCaleb Wright
ServiceOffice network connectivity
Changes
Review change risk, the scheduled window and rollback plan before implementation.
- Prepare
- Authorize
- Implement
- Changes
- Services
OverviewChange review inbox×
IT Service + Asset + Knowledge · Changes
New
Change review inbox
Approval conditions
| Summary | Risk | Scheduled start | Scheduled end | Rollback plan | Status | |
|---|---|---|---|---|---|---|
| Restore west office connectivity | Low | 18 Oct | 24 Oct | Restore prior firewall image | Review | |
| Finance reports fail during export | Medium | 18 Oct | 27 Oct | Revert group mapping snapshot | Review | |
| Apply firewall firmware update | High | 01 Nov | 04 Nov | Return traffic to old uplink | Review | |
| Warehouse scanners cannot sign in | Low | 15 Oct | 19 Oct | Restore previous scanner profile | Review | |
| Expand backup storage pool | Medium | 02 Nov | 06 Nov | Reattach original storage volume | Review |
6 of 6 records
Restore west office connectivityChanges · CHN-74301
LowScheduled start18 Oct
Scheduled end24 Oct
Rollback planRestore prior firewall image
StatusReview
ServiceEmployee identity and access
Assets
Keep asset identity, condition, service assignment and dependency evidence together.
- Identify
- Assign
- Verify
- Assets
- Asset service links
- Services
- Incidents
OverviewAsset dependencies×
IT Service + Asset + Knowledge · Assets
New
Asset dependencies
Asset service links
| Name | Dependency type | Verified at | Asset | Service | |
|---|---|---|---|---|---|
| Firewall supports office network | Primary host | 18 Oct | Network firewall, west site | Customer support portal | |
| File server supports finance reporting | Network path | 23 Oct | Support desk laptop 08 | Warehouse scanning | |
| Scanner supports warehouse operations | Authentication dependency | 03 Nov | Support desk laptop 08 | Customer support portal | |
| Laptop supports support desk | Backup target | 01 Nov | Warehouse scanner 12 | Email and collaboration | |
| Wireless point supports east office | Monitoring source | 15 Oct | Reception access switch | Office network connectivity |
6 of 6 records
Firewall supports office networkAsset service links · ASL-57844
Dependency typePrimary host
Verified at18 Oct
AssetNetwork firewall, west site
ServiceCustomer support portal
Problems
Keep a service problem, its investigator and root cause visible across cases.
- Frame
- Investigate
- Resolve
- Problems
- Services
- People
- Incidents
- Knowledge articles
OverviewActive services×
IT Service + Asset + Knowledge · Problems
New
Active services
Services
| Service name | Criticality | Status | Owner | |
|---|---|---|---|---|
| Employee identity and access | Low | Active | Sofia Haddad | |
| Office network connectivity | Medium | Active | Alina Petrova | |
| Email and collaboration | High | Active | Alina Petrova | |
| Warehouse scanning | Low | Active | Rohan Desai | |
| Finance reporting | Medium | Active | Meera Venkatesh |
6 of 6 records
Employee identity and accessServices · SRV-26525
LowStatusActive
OwnerSofia Haddad
Knowledge
Draft, review and publish articles tied to the service they explain.
- Draft
- Review
- Publish
- Knowledge articles
- Services
- Problems
- Incidents
- Incident updates
OverviewArticles in review×
IT Service + Asset + Knowledge · Knowledge
New
Articles in review
Knowledge articles
| Title | Body | Published at | Status | Service | |
|---|---|---|---|---|---|
| Reset a locked employee account | Verify identity, then use the reset portal. | 14 Oct | Review | Endpoint management | |
| Connect to the office guest network | Choose guest Wi-Fi and accept the access terms. | 31 Oct | Review | Endpoint management | |
| Recover a deleted shared file | Open file history and restore the needed version. | 01 Nov | Review | Email and collaboration | |
| Enroll a new warehouse scanner | Enroll the scanner with its assigned asset tag. | 21 Oct | Review | Warehouse scanning | |
| Request access to finance reports | Submit the finance access request for approval. | 15 Oct | Review | Office network connectivity |
6 of 6 records
Reset a locked employee accountKnowledge articles · KA-18656
ReviewBodyVerify identity, then use the reset portal.
Published at14 Oct
ServiceEndpoint management
Process
From request to completion
Request fulfillment ships ready to use. One step needs a named approval before the work moves on: Approve service request (Service Manager).
Drag a card to another stage, or focus it and use the arrow keys. It updates to match the stage.
-
Submit service request
Record the requester, service and due date.
Restore west office connectivityINC-65900 · Service Desk AgentSubmit service requestBy Service Desk Agent -
Approve service request
The Service Manager decides whether the work is authorized.
Restore west office connectivityINC-65900 · Service ManagerApprove service requestBy Service ManagerApprovalService Manager decides whether the submitted request is approved or rejected. -
Begin fulfillment
An agent starts approved work.
Restore west office connectivityINC-65900 · Service Desk AgentBegin fulfillmentBy Service Desk Agent -
Complete service request
Record the actual completion time.
Restore west office connectivityINC-65900 · Service Desk AgentComplete service requestBy Service Desk Agent -
Review request completion
The manager checks the result against the request.
Restore west office connectivityINC-65900 · Service ManagerReview request completionBy Service Manager
Inside a record
Service records stay linked
Open any incident to see its incident updates, the roles that work on it, its process stages and its approvals on one page.
- 1Record details
Opened at, Status, Service and Asset.
- 2Incident updates
Each line is linked to this incident.
- 3Who works on it
Service Manager, Service Desk Agent and Change Approver, each with their own permissions.
- 4Process stages
Every status change, in order.
- 5Approvals
Approve service request, with who decides.
Open incident queueRestore west office connectivity×
IT Service + Asset + Knowledge · Incidents
Log activity
Restore west office connectivity
Customer support portal · Low
1
Record details
Opened at21 Oct
StatusOpen
ServiceCustomer support portal
AssetConference room display
2
Incident updates
Restore west office connectivity
| Name | Occurred at | Update text |
|---|---|---|
| Network team investigating uplink | 03 Nov | Uplink errors continue; carrier ticket opened. |
| Finance service restored | 24 Oct | Report export recovered after pool restart. |
| Scanner login workaround shared | 22 Oct | Workaround shared with warehouse supervisors. |
- Incident updates
- 6
3
Who works on it
- Service ManagerManage Services, Incidents, Problems
- Service Desk AgentManage Incidents, incident updates, service requests
- Change ApproverView Changes, Services, Assets, Incidents
5
Approvals
- Approve service requestService ManagerApproved
Approvals
Decisions with an owner
OverviewApprovals×
IT Service + Asset + Knowledge · Overview
Approvals
Signed in as Service Manager
Waiting for you
4 To review1 Overdue2 Decided todayOnly mine
0 selectedApproveReturn
- SR-46035Grant access to finance reportsSubmitted1dActions
- SR-78141Set up laptop for new analystSubmitted3dActions
- SR-21157Add warehouse scanner userSubmitted3dActions
- SR-68039Restore shared folder accessSubmitted4dActions
Who approves what
| Decision | Approver | |
|---|---|---|
| Approve service requestThe Service Manager decides whether the work is authorized. | Service Manager | |
| Approve service requests, Changes | Service Manager | |
| Approve Changes | Change Approver |
3 approval rules · set per role in Proto
Roles
A workspace for each role
Everyone opens IT Service + Asset + Knowledge to the work that is theirs. Pick a role to see what it starts with.
Service Manager
Owns service decisions and reviews work across incidents, requests and changes.
This is the first screen this role sees.
OverviewChange schedule×
Change schedule
Changes · Service Manager
| Summary | Risk | Scheduled start | Scheduled end | Status | Service | |
|---|---|---|---|---|---|---|
| Restore west office connectivity | Low | 24 Oct | 01 Nov | Approved | File storage and sharing | |
| Finance reports fail during export | Medium | 25 Oct | 30 Oct | Implementing | File storage and sharing | |
| Apply firewall firmware update | High | 26 Oct | 29 Oct | Approved | Email and collaboration | |
| Warehouse scanners cannot sign in | Low | 29 Oct | 01 Nov | Implementing | File storage and sharing | |
| Expand backup storage pool | Medium | 29 Oct | 05 Nov | Approved | Email and collaboration |
6 of 6 records
Service Desk Agent
Receives and works incidents and service requests.
This is the first screen this role sees.
OverviewOpen incident queue×
Open incident queue
Incidents · Service Desk Agent
Low2
Restore west office connectivityCustomer support portal
21 Oct
Expand backup storage poolFinance reporting
12 Oct
Add
Medium2
Finance reports fail during exportEmployee identity and access
01 Nov
Support portal mail queue delayedFinance reporting
02 Nov
Add
High1
Apply firewall firmware updateEndpoint management
15 Oct
Add
Critical1
Warehouse scanners cannot sign inFinance reporting
27 Oct
Add
Change Approver
Reviews proposed changes and authorizes implementation.
This is the first screen this role sees.
OverviewChange schedule×
Change schedule
Changes · Change Approver
| Summary | Risk | Scheduled start | Scheduled end | Status | Service | |
|---|---|---|---|---|---|---|
| Restore west office connectivity | Low | 24 Oct | 01 Nov | Approved | File storage and sharing | |
| Finance reports fail during export | Medium | 25 Oct | 30 Oct | Implementing | File storage and sharing | |
| Apply firewall firmware update | High | 26 Oct | 29 Oct | Approved | Email and collaboration | |
| Warehouse scanners cannot sign in | Low | 29 Oct | 01 Nov | Implementing | File storage and sharing | |
| Expand backup storage pool | Medium | 29 Oct | 05 Nov | Approved | Email and collaboration |
6 of 6 records
Asset Manager
Maintains asset identities, service assignments and dependency evidence.
This is the first screen this role sees.
OverviewService assets×
Service assets
Assets · Asset Manager
In stock2
IT-SW-0042West office network closet
IT-LAP-0208Support desk, floor 3
Add
Assigned2
IT-SRV-0018Finance server room
IT-AP-0031East office ceiling zone B
Add
Maintenance2
IT-SCN-0112Reno warehouse aisle 2
IT-NAS-0006Primary data room
Add
Knowledge Editor
Drafts, reviews and publishes service knowledge.
This is the first screen this role sees.
OverviewArticles in review×
Articles in review
Knowledge articles · Knowledge Editor
| Title | Body | Published at | Status | Service | |
|---|---|---|---|---|---|
| Reset a locked employee account | Verify identity, then use the reset portal. | 14 Oct | Review | Endpoint management | |
| Connect to the office guest network | Choose guest Wi-Fi and accept the access terms. | 31 Oct | Review | Endpoint management | |
| Recover a deleted shared file | Open file history and restore the needed version. | 01 Nov | Review | Email and collaboration | |
| Enroll a new warehouse scanner | Enroll the scanner with its assigned asset tag. | 21 Oct | Review | Warehouse scanning | |
| Request access to finance reports | Submit the finance access request for approval. | 15 Oct | Review | Office network connectivity |
6 of 6 records
Admin
Maintains users and people records and oversees operating access.
- Manage Users, People, Services
- View Incidents, service requests, Changes, Assets, asset service links, Problems, knowledge articles, integration receipts
Reports
Questions you can answer
Review service response, request completion, change outcomes and record health.
Overview×
IT Service + Asset + Knowledge · Overview
IT Service + Asset + Knowledge dashboard
This quarter
Changes in view
6Low
2Medium
2High
2Incidents by status
How far records got this quarter
| Stage | Reached | Step | |
|---|---|---|---|
| Open | 38 | ||
| Acknowledged | 8 | 21% | |
| Investigating | 3 | 38% | |
| Resolved | 1 | 33% |
Number of incidents by status
Sample counts per stage
- 01Incident priority and status
Group incidents by Priority and Status to see current work.
- 02Acknowledgment timing
Compare opened at and acknowledged at for acknowledged incidents.
- 03Resolution timing by service
Group incidents by Service and compare opened at with resolved at.
- 04Request completion by service
Group service requests by Service and Status, with requested at and completed at.
- 05Change risk and outcome
Group Changes by Risk and Status to review outcomes.
- 06Assets by service and condition
Group Assets by Service and Status and inspect Location.
- 07Problems by service
Group Problems by Service and Status with Owner and root cause.
- 08Knowledge publication
Group knowledge articles by Service and Status with published at.
- 09Integration processing outcomes
Group integration receipts by Provider and Status with received at.
Who it's for
Fit your IT operation
See how IT Service + Asset + Knowledge fits your kind of team.
Controls
Trace the work
Each stage of request fulfillment names the role that acts and the status it records, so a change is never anonymous.
OverviewRequest fulfillment×
IT Service + Asset + Knowledge · Process
Request fulfillment
Each stage, the role that acts and the status it records
Process stages
12Approval steps
1Roles involved
3Tables touched
3Acknowledge incident
Service Desk AgentStatusOpen → Acknowledged
RecordsServices
Investigate incident
Service Desk AgentStatusAcknowledged → Investigating
RecordsServices
Resolve incident
Service Desk AgentStatusInvestigating → Resolved
RecordsServices
- StartServicesAcknowledge incidentOpen → Acknowledged
- StepServicesInvestigate incidentAcknowledged → Investigating
- StepServicesResolve incidentInvestigating → Resolved
- ApprovalServicesApprove service requestSubmitted → Approved
- StepServicesBegin fulfillmentApproved → in progress
AI agent
A useful assistant
Use Proto to inspect linked service records and prepare the next action.
It can
- Service Desk Agent: Show Open incident queue with priority, affected service, asset and assigned person, then prepare an update for the agent to check.
- Service Manager: Summarize Submitted requests and the information needed for a decision.
- Change Approver: Present a change in Review with its risk, window and rollback plan.
- Asset Manager: Compare an asset's condition with its named service dependency and verification date.
Stays with a person
- A person decides whether a request or change is authorized and checks whether an article is ready to publish.
- The agent can gather records and prepare an action, while the named owner verifies the facts and makes the decision.
- Confirm that timestamps describe events that actually occurred before recording them.
Show the submitted service requests for the active service, including requester, due date and request type. Prepare the decision context for the Service Manager.
A person decides whether a request or change is authorized and checks whether an article is ready to publish.
Data model
Your data, in tables you can change
Every record lives in a table you can see, extend and export. Add fields or whole tables in Proto.
Browse all 12 tables12tables
- Incidents5
- Requests3
- Changes2
- Assets4
- Problems5
- Knowledge5
Implementation
Roll out one team at a time
Start with one team and one process, then add the rest once the basics are running.
Name services and owners
Add the services the team supports, their criticality and the people responsible for them.
Load operating context
Add assets, locations and verified service dependencies, then establish the initial people records.
Configure decisions
Assign responsibility for incident intake, request approval, change authorization and article review.
Rehearse cases
Run an interruption, a submitted request, a planned change and a knowledge publication with the people who will own them.
Connect event sources
Agree how external identifiers map to the working records and how Failed receipts are investigated.
Pricing
$0per user
The base account and everyday work in the ERP.AI app are free, for every user.
- No per-user or per-seat fees
- Viewing, editing, approving and exporting records in the app is free
- Pay only for machine work: API calls, imports, workflows and AI agents
- Prepaid credits from $5. Purchased credits never expire
Machine work rate card Included per $1 of credit
| Usage | Per $1 |
|---|---|
| Record reads (list, filter, get) | 20,000 |
| Search or aggregate queries | 4,000 |
| Record writes | 4,000 |
| Imported or synced records | 200,000 |
| Workflow runs | 2,000 |
| AI agent runs | 2,000 |
| Scheduled jobs or webhooks | 20,000 |
| File uploads (MB) | 2,000 |
| CSV or PDF exports | 100 |
How do I get started?
Click Get started, then use Proto to configure IT Service + Asset + Knowledge for your business. Begin with a few active services, named owners and assets your agents can identify, then rehearse an incident and a submitted request.
Who owns an incident?
The incident names an assigned person. The Service Desk Agent uses that assignment with the affected service and asset to continue the response.
Can I see when an incident was acknowledged?
Yes. Record the actual acknowledgment time on the incident. The opening and resolution times are kept on the same case.
How does a request receive approval?
A submitted service request goes to the Service Manager for a decision. Approved work enters fulfillment; rejected work keeps its rejection outcome.
What does a change review include?
The Change Approver checks the affected service, risk, scheduled start and end, and rollback plan before recording a decision.
How are assets tied to services?
Each asset references a service. A named asset service link can also record the dependency type and when it was verified.
Where does a recurring issue go?
Use a problem record with a statement, service, owner and root cause. Its status shows whether investigation is open, a known error or resolved.
How does an article become current guidance?
The Knowledge Editor drafts it for a service, reviews its content and records the publication time when it moves to Published.
What can I learn from integration receipts?
A receipt records provider, external event identifier, receipt time, payload hash and processing outcome. The team can inspect Failed and Rejected outcomes for follow-up.
Set up IT Service + Asset + Knowledge your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.