Modules - FreeITSM

Watchtower

Unified attention dashboard — your single pane of glass

Start your day knowing exactly where to focus. Watchtower pulls together actionable items from every module into one attention board — morning checks, urgent tickets, upcoming changes, expiring contracts, service outages, and more.

Each module gets a colour-coded card with a status dot: green means all clear, amber means something needs a look, red means act now. Auto-refreshes every five minutes, so you can leave it open and stay informed.

Eight attention cards across all modules
Green/amber/red status dots
Morning check completion & failures
Urgent & unassigned ticket counts
Upcoming & unapproved changes
Today's calendar events with times
Active service incidents
Expiring contracts & notice periods
Knowledge articles overdue for review
Assets not seen in 7+ days
Overdue & due-today task tracking
Click-through to any module
Auto-refresh every 5 minutes
Chrome/Edge browser extension with badge count

Browser Extension — Install the Watchtower Chrome/Edge extension to see your attention items at a glance from any tab. Badge count, popup dashboard, configurable polling. Setup guide →

Tickets

Outlook-style email ticketing with Microsoft 365 & Google Workspace integration

The heart of FreeITSM. A familiar three-panel interface inspired by Outlook gives your team an intuitive way to manage support requests. Emails flow directly into your ticket queue via Microsoft Graph API, so your team never misses a request.

Create, assign, prioritise, and track tickets through their lifecycle. Rich-text replies, file attachments, internal notes, and a complete audit trail keep everything in one place.

Three-panel Outlook-style UI
Microsoft 365 & Google Workspace mailbox integration
AI Reply Cleanup (Claude-powered)
Built-in screen recording from self-service portal (HTML5, no plugin)
CSAT surveys on ticket closure with per-analyst trends
Drag-and-drop ticket triage
Customisable statuses & priorities
Ticket assignment & prioritisation
Rich-text email replies
File attachment management
Internal notes & audit trail
Team-based access control
Ticket scheduling & calendar
Per-mailbox email whitelisting
Mailbox activity log
Configurable email actions (delete, move, mark read)
Automated email templates with merge codes
Ask AI from ticket detail (knowledge search)
Staff rota with shifts, WFH & on-call tracking
Time recording against tickets
Business-hours-aware SLAs with breach notifications

Assets

IT asset management with VMware vCenter VM inventory

Track your entire IT estate from one place. The Assets module lets you inventory physical and virtual assets, assign them to users, and keep tabs on your infrastructure at a glance.

For VMware environments, FreeITSM connects directly to your vCenter server to automatically discover and catalogue virtual machines, complete with CPU, memory, disk, networking, and host details.

VMware vCenter VM discovery
PowerShell inventory agent
Asset-to-user assignment
Hardware inventory tracking
Extended fields (domain, TPM, BitLocker, GPU)
Server management dashboard
Customisable dashboard with charts
Drag-and-drop widget library
VM detail view (CPU, RAM, disk)
Search and filter capabilities

Knowledge

Rich-text knowledge base with AI-powered chat

Capture and share your team's knowledge in a searchable, well-organised library. Write articles with rich formatting, tag them for easy discovery, and share them via email with a single click.

The standout feature: an AI-powered chat assistant backed by Anthropic's Claude and OpenAI embeddings. Ask a question in natural language, and the AI searches your knowledge base semantically to give you a contextual, helpful answer.

Rich-text article editor (TinyMCE)
Tag-based categorisation
AI chat assistant (Claude API)
Semantic search (OpenAI embeddings)
Ask AI accessible from any page
Article versioning & history
Article sharing via email
Article review workflow
Recycle bin with restore & auto-purge
Syntax highlighting for code
View count tracking

Changes

ITIL change workflow with CAB approval and risk assessment

Plan, document, and track IT changes through a structured ITIL-aligned workflow. Whether it's a server migration, a software rollout, or a network change, the Changes module keeps everything organised and auditable with a complete audit trail of every field change.

Each change moves through a clear lifecycle: Draft, Pending Approval, Approved, In Progress, and Completed, Failed, or Cancelled. For higher-risk changes, assemble a Change Advisory Board (CAB) with multiple reviewers who vote to approve, reject, or abstain — with automatic status transitions when voting thresholds are met.

Structured ITIL change workflow
CAB multi-member approval with required/optional reviewers
CAB voting (Approve, Reject, Abstain) with auto-status transitions
Configurable CAB threshold (all must approve or majority)
Risk assessment matrix (5×5 likelihood × impact scoring)
Auto-calculated risk score & colour-coded risk level
Post-implementation review (PIR) fields
Activity timeline combining comments & audit trail
Server-side audit logging of all field changes
Approval workflow (pending, assigned, requested, CAB reviews)
Calendar view (month, week, day)
Customisable change statuses, types, priorities & impacts
Configurable field visibility settings
File attachment support
Interactive help guide with section navigation
Rich-text descriptions, test plans & rollback plans
Search modal (by number or title)

Calendar

Event tracking for certificates, contracts, and maintenance

Never miss an important IT date again. The Calendar module gives you a clear visual overview of everything that matters: SSL certificate renewals, contract expirations, maintenance windows, and any other scheduled events.

Customisable categories let you colour-code events by type, and the month/week/day views give you the flexibility to zoom in or out as needed.

Month, week, and day views
Drag-and-drop event rescheduling
Category-based colour coding
Certificate & contract tracking
Maintenance window planning
Customisable event categories
Quick date navigation

Morning Checks

Daily infrastructure RAG status checks with 30-day trends

Start every day with confidence. The Morning Checks module gives your team a structured way to record the health status of critical infrastructure systems using a simple Red, Amber, Green (RAG) system.

Track trends over 30 days to spot patterns before they become problems. Add notes to provide context, and export the results to PDF for records, handovers, or management reporting.

Red/Amber/Green status indicators
30-day trend visualisation
Click chart bars to navigate to that day
PDF export with selectable text & colour coding
Notes for context on each check
Historical date browsing
Admin-configurable check items
Drag-and-drop check reordering

Reporting

System logs and audit trails

Visibility into what's happening under the hood. The Reporting module centralises all system logs, giving you a single view of login attempts, email imports, and system events.

Every login attempt is logged with timestamp, IP address, and user agent. Email import activities are tracked. System events are recorded. All searchable and sortable for easy investigation.

Centralised system logging
Landing page with card navigation
Login attempt tracking
Email import logs
Event audit trails
Searchable & sortable
IP address & user agent capture

Software

Software inventory and licence tracking

Know exactly what software is installed across your estate. The Software module collects and presents a clear picture of every application on every managed machine.

An external API endpoint allows automated agents to submit inventory data, making it easy to keep your records up to date without manual effort. Search, filter, and drill down into specific applications or machines.

Cross-machine software inventory
Applications vs system components view
Software linked to specific assets
Licence management with renewal tracking
Version monitoring
Agent-based data collection
API key management for inventory agents
Search and export
Per-application instance view

Forms

Drag-and-drop dynamic form builder

Create custom forms for any purpose — onboarding checklists, equipment requests, survey forms, or anything else your team needs. The drag-and-drop builder makes it simple to design forms without touching any code.

Published forms render in a clean, professional A4-style layout with your organisation's branding. Submissions are stored centrally, viewable in detail, and exportable to CSV for further analysis.

Drag-and-drop form builder
Sidebar editor with searchable form list
Tabbed Fields/Preview panels
Multiple field types
Smart field layout (50%/100% width)
Required field validation
Unsaved changes protection
Configurable logo alignment
Professional A4-style rendering
Submission management
CSV export

Contracts

Supplier and contract lifecycle management

Keep track of your suppliers, their contacts, and every contract your organisation holds. The Contracts module gives you a single place to manage the full lifecycle — from initial agreement through to renewal or expiry.

Each contract record captures financial details, payment schedules, key dates, document links, and data protection fields including DPIA tracking. A dashboard sidebar with overview stats and universal search makes it quick to find anything across suppliers, contacts, and contracts.

Inside Contracts you'll also find the RFP Builder — an AI-powered procurement requirements builder. Upload departmental feedback documents (one per dept) and AI extracts every requirement, pain point, and challenge. A single consolidation pass deduplicates across departments, proposes 8–20 RFP categories, assigns priorities, preserves source-quote attribution, and flags genuine contradictions between departments for you to resolve. Lock the consolidated set, and the AI drafts a complete RFP document — introduction, scope, response instructions, and a section per category — all streamed live (claude.ai-style), editable in TinyMCE, with version history and a print-ready preview for PDF export. Score supplier responses 0–5 with click-to-light boxes and a full-screen radar chart, then use the cross-supplier compare page (multi-supplier radar, big-number cards, category winners table) to drive the final decision.

Supplier register with addresses
Configurable supplier types & statuses
Registration number & VAT tracking
Supplier contacts with job titles
Configurable contract terms tabs (rich text)
Configurable contract statuses
Contract value & currency tracking
Payment schedule management
Notice date & expiry monitoring
Terms & data protection fields
DPIA tracking & document links
Dashboard with overview statistics
Universal search across module
RFP Builder: AI-driven procurement workflow
Pass 1 AI extraction across multi-dept .docx feedback
Pass 2 AI consolidation: dedup, categorise & flag conflicts
Per-conflict resolve (Choose A / Choose B / Merge / Dismiss)
Lock-for-generation gate with full audit trail
Pass 3 AI section generation (live SSE streaming)
Pass 4 AI restyle without changing meaning
Framing: intro, scope, response instructions
TinyMCE editing with version history & restore
Print-ready preview & PDF export
Multi-analyst scoring (single-blind peer review)
Click-to-light 0–5 score boxes & per-category radar
Cross-supplier compare with category winners
Coverage heatmap (category × department)
Anthropic prompt caching for ~5× cost reduction
In-app user guide with cost expectations

Service Status

Real-time service health dashboard with incident tracking

Give your users and team visibility into the health of your services. The Service Status module provides a clean status page showing every service with its current state — operational, degraded, partial outage, major outage, or under maintenance.

When something goes wrong, record incidents against affected services with impact levels and status updates. Track the incident lifecycle from investigation through to resolution, keeping everyone informed at every step.

Real-time service health dashboard
Configurable service catalogue
Customisable incident statuses & impact levels (with severity ordering)
Incident lifecycle tracking
Multi-service incident support
Incident status workflow
30-day incident history
Auto-calculated worst-case status

System Wiki

Auto-generated codebase documentation browser

FreeITSM documents itself. The System Wiki automatically scans the entire codebase and generates browsable documentation — every file, every function, every database table, all indexed and searchable.

Perfect for understanding how the system works, onboarding new developers, or simply keeping track of what's where. The file browser, function viewer, and database schema explorer make it easy to navigate even a large codebase.

Automatic codebase scanning
File browser with tree navigation
Function documentation
Database table schema viewer
Full-text code search
Codebase statistics

LMS

Learning Management System with SCORM course player

Upload SCORM training packages and deliver them to your team. Supports SCORM 1.1, 1.2, and 2004 — the standard used by virtually all e-learning authoring tools including Articulate, Adobe Captivate, and Elucidat.

Create learning groups, assign courses with deadlines, and track who has completed what. An admin dashboard shows completion status across your entire team with overdue highlighting for missed deadlines.

SCORM 1.1, 1.2, and 2004 support
Upload ZIP packages with auto manifest parsing
Learning groups with analyst membership
Course assignments with optional deadlines
Progress tracking (not started, incomplete, completed, passed, failed)
Score and quiz response capture
Resume support (bookmarks and suspend data)
Overdue deadline highlighting
Learner data viewer for admin review

Process Mapper

Visual process modelling with swimlanes, groups, autosave & Mermaid export

Build and maintain visual process flowcharts directly in FreeITSM. A dot-grid canvas with snap-to-grid ensures clean, aligned layouts. Add process steps, decision diamonds, start/end terminals, and document shapes, then connect them with labelled arrows.

Goes further than basic flowcharts — horizontal swimlanes for role-based handoffs (drag the header to reorder, drag the divider to resize, steps follow their lane), free-form groups that own their contents, gradient fills on every shape, autosave with Word-style live status, and one-click export to Mermaid for embedding in any Markdown surface. Read the deep-dive article →

Swimlanes with step ownership — drag the header to reorder, drag the divider to resize, contents follow their lane
Groups — labelled coloured rectangles that own their steps; drag the group, the steps come along
Autosave with live status indicator (Saved / Unsaved / Saving / Failed); defers during drags so nothing gets clobbered
Export to Mermaid — paste your process into GitHub, Notion, Confluence, Obsidian, or Mermaid Live Editor
Dot-grid canvas with 20px snap-to-grid alignment
Four shape types: process, decision, terminal, document
Connector lines with optional text labels — routed automatically when steps move (including across lane reorders)
Gradient fills on every shape, group, and lane — two-stop diagonal gradient or solid colour
Multi-select with Ctrl+click, rubber-band drag, or Ctrl+A
Arrow-key nudge for precise positioning
Slide-in detail panel that survives autosave reloads
Save and load multiple processes

Tasks

Kanban board & task management for internal work

Track work that doesn't fit neatly into a ticket or a change request. Tasks gives your team a lightweight Kanban board for managing internal projects, ad-hoc work, and follow-ups — with drag-and-drop card movement, subtasks, and team assignment.

Each task can be linked to a ticket or change for full traceability. Subtasks are full tasks in their own right — click into any subtask to edit its priority, assignee, due date, and description. Overdue and due-today tasks surface automatically on the Watchtower dashboard.

Kanban board with To Do, In Progress, Done columns
Drag-and-drop card movement between columns
Quick-create tasks inline from any column
Sortable list view with all task fields
Slide-in detail panel with auto-save
Rich text description editor
Two-level subtask hierarchy with checkboxes
Subtasks are full tasks with their own fields
Link tasks to tickets or changes
Assign to analysts and teams
Filter by personal, team, analyst, or all
Comments on each task
Customisable task statuses & priorities
Watchtower integration with overdue tracking
Browser extension badge count

CMDB

Configuration Management Database — model your IT estate as a graph of typed objects

Record what makes up your IT estate — servers, databases, applications, services, the people who own them — and how they fit together. The CMDB stops being a static inventory and becomes the answer to questions like "if I take this server down for patching, what breaks?" and "which databases is Bob the owner of?".

Entirely user-defined. Create your own classes (Server, Database, Application, etc), give each class its own properties (text, number, date, dropdown with optional per-option colours, references to other objects), and link objects with a strict parent/child hierarchy plus user-defined relationship verbs (depends on, connects to, managed by, etc). The data model is normalised throughout with immutable IDs and editable labels, so you can rename anything without breaking stored values.

Every object's detail page leads with an AI-generated 2-3 sentence prose summary, a structured Impact panel listing what would break if it went offline, and an inline mini-graph showing parent / this / children + related. Tickets link to CMDB objects so each object's Activity panel shows the tickets touching it — turning the CMDB into a live operational map rather than a static inventory.

User-defined classes with custom property sets
Six property types: text, number, date, Yes/No, dropdown, object reference
Coloured dropdown pills (Critical red, Low green, etc)
Strict containment hierarchy with cascade-delete
User-defined relationship verbs with inverse rendering
AI-generated object summary at the top of every detail page
AI Suggest Properties — two-stage wizard tailored to your environment
Auto-creates missing target classes for object references
Impact panel showing what depends on each object
Inline CSS mini-graph (parent / this / children + related)
Inline-edit anything — click a value, type, save
Edit property definitions from the object page (draggable modal)
Cross-linked with Tickets — Affected CMDB Objects + Activity panel
Cycle prevention on parent assignment
Per-feature Anthropic API key for granular billing
Comprehensive help guide with Property/Parent/Relationship decision guide
Rich seeded demo data (8 classes, 39 objects, 30 relationships)

Network Mapper

Visual architecture diagrams that stay bound to the CMDB

Draw network and architecture diagrams on top of your CMDB. Every node on the canvas is a binding to a real CMDB object — not a free-floating label — so the diagram can't drift from reality. Rename an object in the CMDB and the diagram updates. Decommission an asset and the diagram says so. The same data, viewed visually.

Drag a class onto the canvas, pick which object to bind to, place the node. Select any node and click Add related objects to pull in its CMDB neighbours — what it depends on, what depends on it, and any objects that reference it via a property — with a tickable list and one click to drop the lot onto the canvas in a ring around the source, connectors auto-drawn for each relationship. Guided graph exploration rather than blank-canvas overwhelm. Read the deep-dive article →

Editor polish across the board: zoom with fit-to-page, a Present mode that hides every bit of chrome and tight-fits the diagram to the screen, auto-centre, page-size guide outline at A4 / A3 / A2 / Letter / Tabloid, header/footer branding overlay, and one-click PNG / PDF export so the same diagram can drop straight into a board pack or a runbook.

Every node binds to a CMDB object
Add related objects pulls CMDB neighbours onto the canvas
Connectors with arrowheads and optional labels
65 icons across 12 categories
Per-node icon override
Versioning with read-only history
Planned objects shown with dashed border
Page-size guide (A4, A3, A2, Letter, Tabloid)
Header and footer branding overlay
Zoom controls with fit-to-page
Present mode
Auto-centre
PNG and PDF export
Detail panel with the object's CMDB properties
Autosave (Word-style live status)
Dot-grid canvas with snap-to-grid
Keyboard shortcuts (Ctrl+S, Esc, Delete)
In-app Help screen

Workflows

Cross-module automation with a visual canvas and AI co-author

The automation engine that turns FreeITSM from a record-keeping platform into a thing that does stuff. A workflow listens for an event (a ticket was just created, a priority just changed), optionally filters with conditions ("only when priority is Critical AND department is Finance"), then runs one or more actions in order. Eight action handlers ship today, with Microsoft Graph actions (add-to-AAD-group, assign-license, disable-user — the new-starter / leaver automations) on the next slate.

The editor is a Process Mapper-style dot-grid canvas. Each workflow is a chain of nodes — trigger (amber pill, pinned to top), conditions (orange diamonds), actions (blue rounded rectangles) — with arrows drawn automatically in execution order. Drag a condition above another to swap them. Position IS the order. Click any node to slide in a detail panel on the right with the right widget per field type: lookup dropdowns for status / priority / analyst (no opaque ids), checkbox multi-select for OR-semantics ("priority is Critical OR High"), type-filtered operators (no gt/lt on text fields, no contains on numeric ids).

The AI co-author button lets you describe the workflow in plain English ("when a P1 ticket from Finance is created, assign it to me and add a Critical note") and have the AI scaffold it on the canvas. It knows the engine's live catalogue of triggers / operators / actions / lookup-table values, so it can only propose things that will actually fire. Provider-aware (Anthropic and OpenAI); keys are per-module so billing stays granular.

Free-text action args support {{path.to.field}} variables resolved against the trigger payload at execution time, so "Send an email with subject 'Ticket {{ticket.id}} closed'" just works. A Test fire button runs the workflow against a synthetic payload built from its own conditions, so the action path actually executes and you see a real success/failed result instead of perpetually 'skipped'. Engine failures are isolated — a buggy workflow can never break the host module's request that fired it.

Visual canvas editor (Process Mapper-style, dot grid + snap)
Position-is-order execution flow
Slide-in detail panel with field / operator / value per condition
Lookup-table-aware condition values (real labels, not opaque ids)
OR-semantics multi-select for "priority is Critical OR High"
Type-filtered operators per field (text vs numeric vs lookup)
8 action handlers: log_message, set_ticket_status, set_ticket_priority, assign_ticket, add_ticket_note, send_email, create_task, create_ticket
{{variable}} substitution against the trigger payload
AI co-author with provider-aware Anthropic + OpenAI support
Per-module AI key (granular billing)
Synchronous execution with full step-by-step audit log
Test fire with synthetic payload from your own conditions
Engine failures isolated — can never break the host module's request
Active / inactive flag (pause without deleting)
Recent runs panel on every workflow

System

Security, encryption, and platform configuration

The command centre for your FreeITSM installation. Manage encryption keys, configure security policies, control which modules each analyst can access, customise module colours, and import demo data to get started quickly.

Security features include password expiry policies, account lockout after failed attempts, IP-based brute force protection with escalating bans, TOTP multi-factor authentication, trusted device management, and a forgot password flow with secure email reset links.

AES-256-GCM encryption key management
Per-analyst module access control
Password expiry policies
Account lockout after failed logins
IP ban for brute force protection
TOTP multi-factor authentication
Trusted device management
Forgot password with email reset link
Customisable module colours
Demo data import for all modules
Setup verification page

20 Modules. One Platform.