Feature · IT Service Desk Automation

Run the IT service desk on Strkr Projects.

IT teams running a dedicated service desk tool pay for a workflow engine, a ticket schema, a chat integration, a reporting layer, and a vendor relationship for each. Strkr Projects already runs issue, epic, sprint, release, and roadmap workflows for engineering teams. The IT variant uses the same Projects engine with issue types tuned to incident, service request, change, and problem; SLA policies on each; Strkr AI for triage and summary; the same audit log; and the same open API. The IT lead runs the service desk on the same platform the sales, marketing, and engineering teams already use. One tenant, one audit log, flat seat pricing.

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What the service desk needs

The six workflows a modern IT desk actually runs.

A modern IT service desk runs six core workflows: incident response, service request fulfillment, change management, problem management, access reviews, and compliance reporting. Each has its own cadence, approval model, and SLA. The traditional ITSM vendors deliver each as a module and bill for the full suite. Strkr Projects covers all six on one engine with configuration rather than modules.

Incident response

P1 fires, on-call paged, chat spun up.

A P1 incident fires a flow that pages the on-call engineer, spins up a dedicated chat channel with the ticket link in the topic, pulls related recent changes from the change-management feed, and starts the SLA timer. Strkr AI summarizes the ticket and the related changes so the responder reads context, not raw tickets.

Service request

Software or access request with approval.

A software purchase request fires a flow that pulls amount, department, vendor history, and policy threshold, routes through the role-matrix approval chain, and provisions access when every approval lands. The requester sees status in Teams or Slack without logging into the service desk.

Change management

Proposed change with CAB review and rollback plan.

A change request fires a flow that schedules the CAB review, pulls related incident history on the affected system, requires a rollback plan field, and gates production implementation on CAB approval. The audit log carries every approval, every reviewer, and every linked incident.

Problem management

Repeat incidents cluster into a problem.

A flow reads the incident feed, clusters repeat failures (same host, same symptom, same root service), and opens a problem ticket with the incident thread attached. Strkr AI drafts the problem summary. The problem owner researches without reconstructing the incident chain from Slack.

Access review

Quarterly access certification per team.

A scheduled flow pulls access grants per team, routes to the team lead for review, captures the approve-or-revoke decision per entitlement, and files the review with the audit log. The quarterly compliance report runs as a filter query, not a six-week project.

Compliance reporting

SLA breaches, approvals, and access reviews in one report.

A compliance dashboard renders SLA breach counts, approval decisions, change reviews, and access certifications over any date range. Drill into the tickets; export the quarterly packet. The compliance owner answers the auditor from one surface.

Why Strkr Projects fits the IT desk

The six properties that make Projects a natural service desk.

Strkr Projects was built to run engineering workflows for sprints, releases, and roadmaps. The same engine fits IT service desk work because the fundamentals overlap: issue types with configurable fields, state machines, SLA policies, approval steps, flows on events, Strkr AI inside each record, and the central audit log. The IT variant swaps the issue types and the state machines, keeps everything else.

Configurable types

Incident, request, change, problem as types.

Each service-desk workflow lands as a Strkr Projects issue type with its own schema, state machine, and SLA policy. The admin configures the types on the admin page without opening engineering tickets. Teams can add a type (vendor onboarding, hardware refresh, security incident) in minutes.

SLA policies

Response and resolution timers per priority.

Each issue type has an SLA policy by priority: response time, resolution time, and the escalation ladder. Breaches fire flows that page the right owner, update the ticket, and write to the audit log. The service lead sees breach counts live, not in the Monday report.

Flows on events

Any issue event triggers a flow.

Issue created, state changed, assignee updated, priority raised, SLA at risk, SLA breached, approval decided. Each event can trigger a flow that enriches, routes, notifies, or escalates. Flows run at the flat seat price with no per-task meter.

Strkr AI triage

AI summarizes the ticket and suggests the owner.

When a ticket arrives, Strkr AI reads the subject, body, requester history, and recent related incidents, summarizes the state at the top of the ticket, and suggests the owning queue and the probable owner. The responder reads a page instead of a thread.

Shared audit

IT, engineering, and compliance read one log.

Every ticket event, every flow run, every approval, every access change writes to the Strkr append-only audit log. An IT incident that touched a CRM record, an engineering issue, and an HR record resolves on one audit query. The compliance review is a filter.

Open API

The service desk is scriptable.

Every object has REST endpoints and webhook events. The team can integrate monitoring (Datadog, New Relic, PagerDuty), identity providers (Okta, Azure AD), and asset tools through the open API with reference flows. No vendor-UI lock-in.

What ships out of the box

The nine capabilities the IT variant includes.

The IT variant of Strkr Projects ships configured for service desk work. The ops lead can start on the reference configuration and tune from there. These nine capabilities are live on day one.

Incident board

Priority swim lanes with SLA timers.

The incident board renders open incidents as cards in swim lanes by priority with SLA timer badges and the on-call owner tagged. Drill into any card for the full context; trigger escalation flows from the board; the SLA breach badge turns red before the breach lands, not after.

Service catalog

Request types with approval chains.

The service catalog lists request types (software, hardware, access, onboarding, offboarding) with the required fields, the approval chain, and the SLA. Requesters pick the type, fill the form, and the flow handles the chain. The audit log carries every approval.

Change calendar

Visual timeline of upcoming changes.

The change calendar renders upcoming changes with the system affected, the risk level, and the CAB status. The IT lead reviews collisions before approving. The audit log records every change with its CAB decision and its post-change outcome.

Problem clustering

AI groups repeat incidents.

A scheduled flow calls Strkr AI with the week's incident feed and clusters repeats on root service, symptom, and host. The flow opens problem tickets for clusters above the threshold with the incident chain attached. The problem backlog is current, not reconstructed.

On-call rotation

Schedule with primary and backup.

The on-call rotation lives on Strkr with primary and backup per shift. Incident flows read the rotation to page the right person. Rotation swaps run as a flow with audit. No one argues about who was on call when the pager fired.

Teams and Slack routing

Alerts land where engineers already work.

The IT variant integrates with Teams and Slack via the standard Strkr integration flows: incidents post to the on-call channel, service requests route to the requester channel, SLA breaches escalate past channel to direct message. Reply round-trips write back as ticket notes.

Monitoring hooks

Datadog, PagerDuty, and alertmanager inbound.

Reference flows receive alerts from monitoring tools, deduplicate on signature, correlate with recent changes, open incident tickets, and page the on-call. The flow catches a Datadog alert, pulls the related change deployed in the last hour, and the responder opens a ticket with correlation already done.

HRIS onboarding

Hire event creates provisioning ticket tree.

The BambooHR-driven flow builds a provisioning ticket tree in the IT variant with role-driven sub-tasks, due dates derived from start date, and the audit log carrying the whole chain. The onboarding ticket is a real service desk ticket, not a Slack thread.

Executive dashboard

Open incidents, breaches, satisfaction.

The executive dashboard renders open incident counts by priority, SLA breach rate over the quarter, average time to resolve by category, and the satisfaction score when the team runs the CSAT flow. Drill into any number; schedule the weekly digest to the leadership channel.

Compliance and trust

What the IT variant inherits from the platform.

IT service desk work handles sensitive operational data: incidents involving customer-impacting outages, service requests touching finance approvals, change management touching production systems, access reviews touching every system in scope. Strkr runs HIPAA with BAA, SOC 2 Type II in progress through 2026-Q4, scoped tokens, KMS encryption, and append-only audit. The IT variant inherits all of it.

HIPAA with BAA

PHI-adjacent incidents stay inside the tenant.

Strkr is HIPAA compliant with a BAA available on request. IT incidents involving PHI-adjacent systems stay inside the tenant boundary with no third-party processor in the data path. Healthcare software vendors run the full service desk under one compliance review.

SOC 2 Type II

Audit in progress through 2026-Q4.

SOC 2 Type II is in progress through 2026-Q4 with the control inventory published to prospective customers under NDA. The IT variant inherits the controls: access reviews, change management, incident response, and logging. The service desk is auditable from day one.

Change audit

Every change ties to a CAB decision.

Change management writes every proposed change, every CAB review, every approval, every production implementation, and every rollback event to the audit log. The compliance review on change management runs a filter query across any date range. No change moves without a trail.

Access review audit

Quarterly certifications file to the log.

The access review flow files per-entitlement decisions (approve, revoke, request-more-info) with the reviewer, the timestamp, and the entitlement details. The quarterly compliance report answers the auditor from one surface instead of a cross-system reconciliation.

Scoped integrations

Monitoring and identity tokens are least-privilege.

Datadog, PagerDuty, Okta, Azure AD, and other integration tokens are scoped to the operations each flow needs. Rotation is a one-click action. Scoping cuts the blast radius if a token leaks and the audit log carries every integration call.

Append-only audit

Who did what, when, with which rationale.

The audit log is append-only and tamper-evident. Every ticket event, every flow run, every approval, every change, and every access review writes an entry with the acting user and timestamp. Compliance questions answer by filter query. The service desk is defensible.

Run the IT service desk on the platform you already use.

Incident, service request, change, problem, access review, and compliance reporting on Strkr Projects. One audit log, one role matrix, flat seat pricing.

Request IT variant access See Strkr Projects
Common questions

What buyers ask about this feature.

Is Strkr Projects a real ITSM tool or a workaround?

Strkr Projects covers incident response, service request fulfillment, change management, problem management, access review, and compliance reporting on one engine. Each workflow is a configured issue type with its own schema, state machine, SLA policy, and flow set. The engine is the same one running engineering sprints and releases on Strkr. The IT variant is a configuration, not a workaround, and ships out of the box with the reference setup.

How do SLA policies work on each issue type?

Each issue type has an SLA policy by priority with response time, resolution time, and escalation ladder. Timers start on ticket creation and pause on configured states (waiting on requester, waiting on vendor, change window not yet open). Breaches fire flows that page the right owner, update the ticket, and write to the audit log. The service lead sees breach counts live on the executive dashboard; the SLA breach badge turns red before the breach lands.

How does the on-call rotation integrate with incident response?

The on-call rotation lives on Strkr with primary and backup per shift, configurable per team. Incident flows read the rotation to page the right person for the matched queue. Swaps run as a flow with an audit entry so a rotation change on Tuesday morning is reflected on the Tuesday-evening page. The flow can also integrate with PagerDuty or a direct call-out mechanism depending on the team's preference.

Can Strkr receive alerts from Datadog, PagerDuty, or Prometheus alertmanager?

Yes. Reference flows receive signed webhooks from monitoring providers, deduplicate on signature, correlate with recent changes from the change-management feed, open incident tickets with the correlation attached, and page the on-call engineer. The responder opens a ticket where the correlation is already done. The flow runtime handles retry, rate budgeting, and audit on every monitoring call.

How does change management link to incidents?

Changes write to a shared change-management feed on the Strkr side. Incident flows pull related changes deployed in the last configurable window on the affected system when a new incident opens, surface them on the incident page, and let the responder correlate quickly. Post-incident, the problem flow can tie an incident back to a change for the root-cause review. The audit log carries both the change decisions and the incident chain.

What happens to the service desk data if we move off Strkr later?

Strkr publishes an open API, webhooks, and reference migration flows. Teams can export tickets, change records, access review decisions, SLA breach events, and the full audit log on demand. The data model is portable by design. Replatforming is a bounded project rather than a professional services engagement. The team is not locked in.

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