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
Incident Response
The Incident Lifecycle
How an incident moves from creation to closure, and what gates require a human.
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.
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.