Solutions/DSS Resolvia
DSS RESOLVIA · ITSM PLATFORM

Enterprise ITSM, configured by your administrators

Incidents, service requests, changes, problems, knowledge and a CMDB in one record model - with the SLA, workflow, approval and routing engines that run them.

INC0004218 · Mail delivery delayed P2
STATEIn progress
ASSIGNEDMessaging group
AFFECTED CIEXCH-CL-02
CHANNELInbound email
RESOLUTION SLA · BUSINESS HOURS62%
2 tasks 1 approval linked problem KB article

Illustrative record view. Fields, states and priorities are configuration - yours can differ entirely.

Service desk
Self-service portal
CMDB
Workflow engine
Reporting
THE IDEA BEHIND RESOLVIA

Almost nothing in Resolvia is hard-coded.

States, priorities, approval rules, assignment rules, SLA targets, the fields on a form - even the tables themselves - are configuration an administrator edits, not code.

Why teams move to Resolvia

The platform is built so that the changes you need most often are the ones you can make yourself.

Change it the same day Fields, states, SLAs, forms and approval rules are admin configuration - no ticket to a vendor, no release cycle, no consultant hours.
One record model to learn Incidents, changes, requests, problems and tasks share one anatomy, so agents onboard faster and reporting is consistent across modules.
Proof when auditors ask Role permissions to the field with ownership scopes, a permission simulator that explains any result, a full audit trail and a complete outbound email log.
Your hosting, your call The same release runs on your own Kubernetes cluster or on ours - the decision is a deployment choice, not a different product.
Fixed, predictable pricing A fixed price agreed up front instead of per-module upsells and consumption surprises - you can budget the platform for the year.
Ready in your language English and Bulgarian ship complete, and translation import/export lets your team add and maintain any other language.

How the lifecycle runs

Five stages, one record model - every stage driven by rules an administrator owns.

01
Intake Self-service portal, inbound email that threads replies onto the right record, REST API, or manual entry.
02
Route Assignment and routing rules with round-robin and least-loaded distribution.
03
Resolve SLA clock on business-hours schedules, tasks, approvals and knowledge articles.
04
Change & prevent Change calendar, freeze windows, CI-aware conflict detection and problem records.
05
Report Dashboards, saved and shared reports, CSV / Excel / PDF export, scheduled email delivery.

Core ITSM modules

Every module sits on the same work-record contract - number, state, priority, ownership, service, CI, comments, work notes, tasks, approvals and audit history.

Incident Management
Day-to-day incidents plus major incidents with a commander, technical lead, communications lead and an executive summary - so a P1 has named ownership from the first minute.
Impact × urgency priorityMajor incident rolesResolution codesExecutive summary
Service Requests
A browsable catalog of items with variables, pricing and approval on request.
Catalog categoriesItem variablesApproval on request
Change Management
Risk and type, change templates, approval flow, a month-grid calendar, freeze windows and CI-aware conflict detection.
Change calendarConflict warningsTemplates
Problem & Known Error
Root cause, five whys, workarounds, and known errors published for the desk and the portal.
Five whysWorkaroundsKnown errors
Knowledge Base
Knowledge bases, categories and articles with a draft → review → published → retired workflow.
Publishing workflowAttachmentsArticle templates
CMDB
Configuration item classes with inheritance and configurable attributes, relationships, a graphical dependency map and change impact analysis before a change is approved.
CI classesRelationshipsDependency mapImpact analysis
Tasks & Approvals
First-class records with their own lists, internal notes, status and assignment - reported on and automated like anything else.
My / unassigned tasksInternal notesApproval decisions

Automation and governance

Rules are table-agnostic and admin-configured. Here is what one rule and one SLA actually look like.

Workflow canvas drag-and-drop
Trigger · incident created
Condition · priority is P1 and service is Email
if true · set field, notify assignee, create task
else · route to group, call approved external API
delayed re-check · 30 minutes
Business rules run server-side; UI policies show, hide, require or set fields on the form as it is filled in.
SLA / OLA engine business-hours schedule
running paused on pause condition warning breach handling
Response and resolution targets, retro-counted only in working hours, with escalation rules when a target is at risk.
Approval policies
Individual, group, manager or role-based approvers Delegation when an approver is away A requester can never approve their own request
Assignment & routing
First-match rules ordered by priority Round-robin across a group Least-loaded by open workload

Configure without code

No release cycle and no custom code. Administrators add fields or entire new tables, change how records look and behave, and brand the platform as their own.

Branding - your own logo, favicon and a nine-token colour theme. Localisation - complete English and Bulgarian UI out of the box, plus translation import/export for any other language.
Tables & fields
Forms & UI policies
States, choices, categories, numbering
SLA targets & escalations
Rules, branches, actions
Roles, scopes, approval policies

Access, security and audit

Role-based permissions Down to module, record type, operation and field - each with an ownership scope: all records, your group's, or your own.
Permission simulator Answers the audit question directly: what can this user actually do, and why.
Sign-in Microsoft Entra ID single sign-on, or local accounts with a configurable password policy.
Accountability Full audit trail, administrator impersonation for support, and a complete outbound email log.

Open at the edges

Self-service portal - customers raise and follow their own requests. Inbound email - turns messages into tickets and threads replies onto the right record. Notifications - in-app and email, driven by workflow. Data import - bring history across from your current tool.
500+ documented REST API operations
API tokens Service-account API keys OAuth clients Signed webhooks
Reporting - report builder across every module, saved and shared reports, dashboards, CSV / Excel / PDF export and scheduled email delivery.

Deployment and languages

Resolvia runs on your own Kubernetes cluster or on ours. It is multi-tenant: every customer gets its own subdomain, its own configuration and its own branding.

Complete out of the box - English and Bulgarian UI, both fully translated. Any other language - translation import/export, so your team can add and maintain its own. Operator console - organisations, subdomains and tenant lifecycle managed from a separate control plane.
English Български + your language via import
One cluster, many tenants
acme.resolvia.exampleown theme & fields
northwind.resolvia.exampleown SLAs & roles
yourcompany.resolvia.exampleconfigured with you
Subdomains shown for illustration.

Two surfaces, one platform

Agents get a working queue. Everyone else gets a portal that only ever shows what they are allowed to see.

Agent workspace
My tasks Unassigned My group All
INC0004218 Mail delivery delayed P2 SLA 62%
CHG0000914 Exchange cluster patch Risk: high Fri 22:00
RITM0002077 Laptop - engineering spec Awaiting approval 2 approvers
TASK0008312 Restore mailbox quota In progress Due 16:30
Illustrative queue. Columns, states and priorities are configuration.
Queue tabs, saved filters and record pages with a full activity timeline Tasks, approvals, attachments and related records on the record itself Optimistic concurrency and double-submit protection on create forms
Customer portal
Hi Maria - what do you need? 2 open requests
Search knowledge and the service catalog
Something is broken
I need something
Track my requests
MY REQUESTS
Laptop - engineering spec Awaiting approval
SubmittedApprovalFulfilmentDelivered
Mail delivery delayed New reply
Requesters see their own records only - the server, not the screen, is the boundary.
Quick-link cards, catalog browsing and knowledge search Requesters follow their own records, comment and attach files Approvals arrive in the portal for whoever is designated
THE LINE BETWEEN THEM Public comments and internal work notes are never mixed
A requester cannot reach a work note through the UI, the API, notifications, export or search. The same record, two audiences, one enforcement point.

Under the hood

Three things an evaluator usually asks to see: the record model, the roles, and what an administrator can actually change.

The record model
Roles & permissions
Admin centre

An incident, a change, a service request, a problem and a task are all the same underlying record in Resolvia. They open the same way, carry the same anatomy, and differ only in the fields and states you configured for them.

Agents learn once - the layout, the timeline and the actions are identical across modules. Reporting works everywhere - the report builder sees the same structure in every module. Rules are table-agnostic - one SLA, permission or workflow pattern applies to any record type.
Incident Change Service request Problem Task
Anatomy of any work record 5 groups + yours
1 Identity
Configurable numberState & substatePriority · impact · urgency
2 Ownership
RequesterAffected userAssigneeAssignment group
3 Classification
Service & offeringCategory & subcategoryConfiguration itemChannel
4 Conversation
Public commentsInternal work notesAttachmentsTasks & approvals
5 Outcome & evidence
SLA summaryResolution & closure codesFull timestampsAudit history
+ Whatever you add
Custom fields Custom field types Your own tables UI policies Business rules Approval policies
Added from the admin UI and immediately part of the same contract - visible on forms, in reports, in the API and in the audit trail.
Field names shown are the defaults - numbering, states, priorities and the field list itself are configuration, so your contract is the one you defined.

What you are coming from

Most teams evaluating Resolvia are replacing a helpdesk tool such as Zendesk or Freshdesk, a spreadsheet-and-shared-mailbox setup, or an established suite such as ServiceNow, Jira Service Management or Ivanti. This is where the differences usually land - read it against your own setup rather than as a verdict.

HELPDESK TOOL
Zendesk, Freshdesk, osTicket		 SPREADSHEETS
Excel, Google Sheets, shared mailbox		 ESTABLISHED SUITE
ServiceNow, Jira Service Management, Ivanti		 RESOLVIA
Changing the data model Fixed fields and states; new ones need a vendor release Anything is possible, nothing is enforced Configurable, but non-trivial changes typically involve scripting Fields, tables, states, forms and numbering edited in the admin UI
SLAs and escalation Simple clocks, often calendar time only Manual tracking, no clock Full SLA engine, usually configured by a specialist Business-hours targets, pause conditions, warnings, breach handling, escalation
CMDB and change impact Usually an asset list without relationships A tab that goes stale Mature CMDB, generally a separate project CI classes with inheritance, dependency map and impact analysis included
Approvals and governance Email approvals outside the record No enforceable separation of duties Strong, often configured by consultants Approval policies with delegation; no self-approval, ever
Audit evidence Partial history, limited email trail Edit history at best Comprehensive audit capability Full audit trail, per-field history, email log, permission simulator
Hosting Cloud only Wherever the file lives Cloud-first Your Kubernetes cluster or ours
Pricing shape Per-agent subscription No licence, high cost in time Tiered licences plus implementation Fixed price per installation on-premise, per-agent tiers in cloud
Competitor columns describe common configurations we encounter in evaluations, not the limits of those products.

Moving off your current tool

Migration is a configuration exercise, not a rebuild. We shape Resolvia around the process you already run, import what is worth carrying over, and run both systems side by side until you are ready to switch.

1Model your process - states, priorities, categories, forms, SLAs and approval rules configured to match how you work today.
2Import your data - users, groups, services, catalog items, configuration items and ticket history through data import or the REST API.
3Run in parallel - point a mailbox at Resolvia, let a group work in it, and compare against your current tool on real work.
4Cut over - switch the portal and inbound email, and keep the old system read-only for reference.
What comes across
Users, groups and memberships
Services, catalog items and categories
Configuration items and relationships
Knowledge articles
Ticket history, as records or as closed reference data
Anything importable as structured data can be loaded through data import; the REST API covers the rest.

Pricing you can budget

Enterprise ITSM without enterprise pricing mechanics: a fixed price per installation on-premise, or transparent per-agent tiers in the cloud - both quoted up front, with the whole platform included.

On-premise your cluster
Fixed price per installation
One agreed installation fee, plus a yearly support and updates subscription. Unlimited users - the price does not move when your team grows.
Installation - fixed, quoted once for your environment Yearly support - updates, new releases and support included Users - not metered Hosting - runs on your own Kubernetes cluster
Cloud hosted by DSS
Free up to 3 agents
Charged on the number of agents, with tiered pricing above the free tier. Requesters using the portal are not counted.
Up to 3 agentsFree
4+ agentstiered per agent
Larger teamsvolume tier, quoted
Hosting, backups, monitoring and updates are operated by DSS and included in the tier.
PRICING Priced up front, not by consumption
Materially lower total cost than the established ITSM suites we are compared against. On-premise is a fixed installation price with yearly support; cloud is a published per-agent tier - you know the number before you sign. Every module in this page is included - no per-module tiers to unlock Change, CMDB or the API. No consumption meters on records, workflow executions or API calls. Configuration is yours to do, so the implementation bill does not keep running.
Ask for a quote
WHAT IS INCLUDED IN THE PRICE
All ITSM modules SLA & workflow engines CMDB & impact analysis Customer portal REST API & webhooks Reporting & dashboards Branding & localisation Platform updates
The same modules and engines are included in both hosting models - cloud or on-premise changes where Resolvia runs and how it is priced, not what you get.

Two hosting models, one identical release

Choose where Resolvia runs. The product, the modules and the release do not change with the choice - only where it lives and how it is priced.

Cloud hosted by DSS
yourcompany.resolvia.example your subdomain
WHO RUNS WHAT
Agents & requesters Your people, on your subdomain
YOU
Identity Entra ID SSO or local accounts you manage
YOU
Configuration & data Isolated tenant database - the data is yours, the database is operated by DSS
DSS
Resolvia application Release “Arda”, updated by DSS
DSS
Kubernetes, backups, monitoring DSS-operated cluster and availability
DSS
You get a subdomain and an administrator account on day one. We carry the cluster, upgrades and availability - nothing to install.
On-premise your data centre
itsm.yourcompany.local your domain
WHO RUNS WHAT
Agents & requesters Your people, on your own domain
YOU
Identity Entra ID SSO or local accounts you manage
YOU
Configuration & data Stays inside your network at all times
YOU
Resolvia application Release “Arda”, run by you - supplied and supported by DSS
DSS
Kubernetes, backups, monitoring Your cluster, your existing tooling
YOU
For teams whose data residency or network policy requires the platform to stay inside their own perimeter.
operated by DSS operated by you
IDENTICAL EITHER WAY Same modules, same engines, same API - priced to the model you choose
Start in our cloud and move on-premise later, or the other way round - your configuration and data come with you, because it is the same release in both places.
See it configured to your process Book a walkthrough with our ITSM team - configured around how you already work.

Questions evaluators ask

How much of this can we change ourselves?−
Fields, tables, forms, states, priorities, choice lists, record numbering, SLA targets, workflow rules, assignment rules, approval policies, roles, branding and translations are all administrator configuration in the admin UI. Custom code is not required to change how records behave.

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What to еxpect

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