PulseServe Documentation
Everything you need to run PulseServe — how incidents move through the platform, what the AI agents do at each step, how the CMDB and change process fit together, and how to configure it all as an admin. Pick a topic from the sidebar, or browse by section below.
Getting Started
Welcome to PulseServe
What PulseServe is, who it is for, and how the pieces fit together.
PulseServe: Illustrated Workflow Tour
Start with a populated incident, follow its AI analysis, and explore changes, problems, administration, settings, and reports.
Personas & Access Tiers
How role-based access shapes what each user sees and can do.
Sandbox Handbook
Sandbox Handbook — Overview
How to use the 13 seeded RCA scenarios in the sandbox to test and evaluate the platform.
Scenario 1: checkout-api — Connection Pool Exhaustion
A bad deploy exhausts the DB connection pool — the platform's full happy path, resolved and verified.
Scenario 2: prod-payments-ledger-db — Primary Failover, CAB Gate
A high-blast-radius failover that shows the platform's rule: a step that big always requires a change ticket.
Scenario 3: ehr-patient-records-db — Awaiting Review
Disk I/O saturation with low evidence quality — the pipeline stops and waits for a human decision.
Scenario 4: order-events-consumer — RCA Rejected
A Kafka lag spike that turns out to be the team's own load test — rejected by a human reviewer as a false positive.
Scenario 5: notification-dispatch-svc — RCA Refined
A "memory leak" that a human reviewer correctly refines into an unbounded in-memory cache.
Scenario 6: checkout-service-pod — Verification Failed
CPU contention from a noisy neighbor — the fix runs, but verification correctly reports NO_IMPROVEMENT.
Scenario 7: dns-resolver-primary — Blocked, No Telemetry
A CI with zero telemetry — the platform stops before RCA rather than guessing.
Scenario 8: checkout-api-eu — Dry-Run Only
A stale feature flag after a rollback — remediation approved, but only a dry-run has executed so far.
Scenario 9: batch-etl-worker-03 — Correlator Restraint
A disk fill with no correlated change — the platform declines to blame an unrelated one just because it exists.
Scenario 10: api-gateway-lb — Caught Proactively
A certificate nearing expiry, caught and fixed before it ever caused an outage.
Scenario 11: sso-identity-provider — Self-Correcting RCA
The standout scenario: a wrong RCA gets approved, the fix makes things worse, and a second run corrects it automatically.
Scenario 12: cdn-edge-pop-us-east — No False Credit
A fault that self-heals before the fix even runs — the platform correctly declines to take credit.
Scenario 13: prod-userprofile-db-primary — Cascade In Progress
A primary database failover cascading to three dependent services, deliberately left mid-incident.
Data Migration Studio — Guided Walkthrough
Connect two pre-seeded demo databases and run a real migration into PulseServe.
RBAC & Access Governance
Field- and row-level access control, user and role management, access requests, and periodic access reviews.
Platform Watchdog
An operational health dashboard for the platform itself — jobs, background loops, and license status.
On-Call Scheduling & Paging
Rotations, overrides, and real PagerDuty/Opsgenie-style paging dispatch.
CAB / Change Review Board
Change Advisory Board voting, quorum, and review workflow.
SLA & OLA Management
Response and resolution targets per priority, and the operational-level agreements behind them.
Workflow Automation (Flow Designer)
A real rules/automation engine — triggers, actions, and state transitions, not just status-field CRUD.
Report Builder
A drag-and-drop pivot-table report builder with scheduled Excel/PDF delivery.
IT Asset Management
Hardware and software asset lifecycle, depreciation, purchase-order approval, and license compliance.
Self-Service Portal & Knowledge Base
The employee-facing side of PulseServe — a separate experience from the agent and admin console.
Data Retention & Purge
Configurable, audit-logged purge policies per module, with a preview before anything is deleted.
API Keys
SHA-256-hashed keys for authenticating inbound alert, email, and inventory ingest.
Integrations (Jira / ServiceNow)
Purpose-built sync connectors for two of the most common enterprise tracking tools.
Audit Log
A filterable, paginated record of every tracked action across the platform.
Triage & L2 Workspace
The front-line queue and the resolver workspace — where the seeded incidents are picked up, routed and worked.
Problems & Known Errors
Problem records, root cause, known errors with workarounds, and the link from a permanent fix back to the incidents it caused.
Service Map & Reliability Passport
Map a business service to its CIs, then read its Reliability Passport: health timeline, change outcomes and fix durability.
Incident Response
The Incident Lifecycle
How an incident moves from creation to closure, and what gates require a human.
Incident 360: A Complete Example
A populated checkout incident explains ownership, classification, SLA, editing, collaboration, and resolution.
Incident Tools & Collaboration
Watchers, attachments, templates, bulk actions, and everything else on the incident toolbar.
AI Triage & Routing
How the Triage Routing Agent classifies and assigns incoming tickets.
Root Cause Analysis
How the RCA Agent builds an evidence-backed hypothesis before an engineer opens a terminal.
AI Analytics: From Evidence to Recovery
Read the analysis summary and 15-step log, distinguish model confidence from evidence quality, and understand approval and verification.
Remediation & Human-in-the-Loop
Why PulseServe proposes fixes but never executes them without a human confirming.
Cascade Detection & Major Incidents
How PulseServe tells the difference between fifty unrelated alerts and one incident with fifty symptoms.
ROBO: Your AI Assistant
A chat assistant that already knows the ticket you're looking at — for agents and technicians, not the self-service portal.
Platform Modules
CMDB & Blast Radius
The dependency graph that cascade detection, major-incident logic, and change risk all read from.
CMDB Administration
Getting configuration items into the CMDB — by hand, by import, or discovered automatically — and keeping the data trustworthy.
Asset Management (ITAM & SAM)
Tracking hardware, software licenses, and contracts — and staying compliant on what's actually installed versus what you've paid for.
MELT: Metrics, Events, Logs & Traces
The observability module — how your monitoring data flows in and how to explore it.
Alert Thresholds & Predictive Anomalies
Configuring smarter alerts, and how PulseServe catches problems before they become incidents.
Alerts
The raw signal from your monitoring tools, before it becomes — or gets folded into — an incident.
Change Management (CAB)
How changes are proposed, reviewed, approved, and scheduled.
Flow Designer
Building your own multi-stage approval and automation workflows on top of any ticket type.
Releases
Bundling changes into a coordinated, multi-environment rollout with its own approval and monitoring.
Maintenance Windows
Scheduling planned work so it doesn't generate a flood of alerts.
Problem Management
How recurring issues get promoted from symptom-chasing to a documented known error.
Post-Incident Reviews
Turning a major incident, a stand-down, or a risky release into a structured retro with tracked follow-ups.
Knowledge Base & Runbooks
How resolved incidents turn into searchable articles and reusable runbooks automatically.
Self-Service Portal
The simplified experience employees use to submit and track requests.
Service Catalog
A browsable catalog of requestable items and services, separate from the portal's describe-your-issue wizard.
Administration
Users, Roles & Access Control
Adding people, defining what they can do, and controlling exactly what they can see.
Settings: Tickets, AI & Automation
Configuring how tickets flow through the platform and how the AI agents behave.
Notifications, Paging & Single Sign-On
Wiring up how the platform reaches your team, and how your team signs in.
Communication Templates
Pre-written messages for common ticket events, ready to reuse instead of typing the same update by hand each time.
System, Security & Data Management
Branding, login security, retention, background jobs, and moving data in or out of the platform.
Schema Designer
Adding real, permanent fields and tables to the platform — a powerful tool that isn't available on every deployment.
Portal Designer
A drag-and-drop editor for what employees see on their self-service portal home page.
SLA & On-Call
How response/resolution targets are tracked, breached, and escalated to a human.
OLAs & Underpinning Contracts
The internal and vendor commitments that actually back up the SLA you've promised a customer.
Customers & Vendors
Setting up the accounts you serve and the third parties who help you serve them.
Access Requests
The self-service front door for requesting access to a system — separate from, but feeding into, Access Reviews.
Access Reviews & Segregation of Duties
Periodically re-certifying who has access to what, and preventing risky permission combinations.
Integrations
Connecting monitoring, alerting, ticketing, and paging tools to PulseServe.
Dashboards & Reports
Where to check platform health at a glance, and every way to pull data out for stakeholders.
Report Builder: Practical Recipes
Configure sources, grouping, metrics, pivots, filters, comparisons, exports, and saved-report delivery.