Last month's fix exists. Nobody can find it again.
Requests arrive in one place, the knowledge sits in a second, and the runbooks live on a file share. Every other request starts with a search for the case somebody already solved four weeks ago.
The same question gets answered three times, by three people.
The knowledge is created in the work item and stays there.
Whoever covers for someone reads through a work item's history instead of a runbook.
The answer sits beside the request. Same space, same product.
This page applies to every location. Changes go through HR.
On this page
Before the first day
Accounts and devices
First week
Before the first day
What has to be ready before someone starts.
| Step | Owner | Due |
|---|---|---|
| Contract signed | HR | 2 weeks before |
| Workstation and devices | IT | 3 days before |
| Accounts and permissions | IT | 1 day before |
Intake from email and forms
An incoming message becomes a work item through Automation, with sender, subject and attachment on the case.
Assignment and escalation as a rule
A rule decides who owns it, not an arrangement. If a case sits untouched, the automation escalates it.
Knowledge article on the work item
The runbook that solves the case lives in the same space and hangs off the item. Whoever improves it improves it for the next case.
Approvals for changes
A change to production runs through an approval with roles and a deadline, traceable on the work item.
Service portal, queues and deadlines
Coming SoonA portal of your own for requesters, queues per group, and deadlines with escalation.
Product RoadmapRequest, clarification, fix. And at the end, the runbook for the next case.
A request arrives
An email becomes a work item. Sender, attachment and history hang off it, and a rule sets the group.
Clarify with the team
The question goes to the channel, the answer lands as a comment on the item. The history stays in one place.
Apply the fix
The runbook sits as a page in the same space. Whoever follows it ticks off the steps on the item.
Improve the runbook
Whatever was missing gets added to the page. The next case starts there instead of at zero.
The apps behind it. All in the same space, no second tool.
Projects carries the work items, Docs the knowledge, Intranet the announcements to the wider organisation and Automation the rules in between.
Projects
Agile project management for product and engineering teams, with cycles and releases.
Docs
The wiki for your team's knowledge, with version history and export to PDF, DOCX and Markdown.
Intranet
Your organisation's internal home page, with news and a people directory.
Automation
Workflows without code, triggered by events from any app.
Connected to production. Six connections from everyday service work.
Requests from the inbox, questions in the channel, alerts from monitoring, customer data from accounting.
One product, one vendor. Knowledge and work items are the same product.
The knowledge base is not a second application beside the service desk, it is the same space. An article is written where the case was solved, and it is already there for the next one.
One contract, one contact, one roadmap.
No marketplace and no third-party add-ons to run.
Operated in a Swiss data centre or on your own hardware.
Questions from service management. Five that come up in almost every first conversation.
Does Collabase support ITIL processes?
Incident, problem and change can be modelled as item types with their own fields and approvals. The service portal with queues and deadlines is next on the roadmap.
How are deadlines monitored?
Through Automation today: a rule checks the age of a work item and notifies or escalates. Deadlines as a field of their own, with reporting, arrive with the ITSM capabilities.
Can approvals have several stages?
Yes. An approval knows roles, order and deadline; the item moves on only once every stage has agreed.
Is there a portal for requesters?
Today Collabase takes requests by email and through forms. A self-service portal of its own is next on the roadmap.
How does this fit our monitoring?
Alerts from PagerDuty or Datadog can be taken in as a work item, with the triggering event attached.
Evidence for the compliance review
Information security is certified to ISO 27001 and processing meets the nFADP and the GDPR. The documents are ready before you ask for them.
Other disciplines in the same system.
Test it against your own content.
A proof of concept is ready within days.
We set up an instance with your content and you test it against real workflows. In a first conversation we clarify scope, operating model and timing.