OXARI ITSM: 8 functions that
change how IT is managed

Many Polish SMB companies still handle IT tickets via email or spreadsheets. The result is usually the same: forgotten incidents, no SLA visibility, technicians firefighting instead of building processes. OXARI ITSM is a Polish IT service management platform that precisely addresses each of those pains. Below: eight functions that make a real difference, plus an honest comparison with the competition.

1 Incident Management

Incident management: no more "lost emails"

The typical scenario: a user emails it@company.com, the message lands in a mailbox five technicians read. No one feels responsible. Two days later someone asks "what about that printer?".

OXARI ITSM brings structured incident management based on queues, priorities and automatic assignment. Every ticket, regardless of channel (email, portal, phone), lands in one place with a unique ID, change history and a visible responsible person.

Key elements of the incident module:

• Multi-channel intake: email, web portal, integration with chat platforms
• Automatic categorization based on keywords and routing rules
• Escalation paths: if a technician does not respond within X minutes, the ticket goes up
• Incident timeline: every status change, note and action is logged with a timestamp
• Merge and linking: link related tickets or combine duplicates

2 SLA Management

SLA module: measuring quality, not intuition

SLAs in Excel are not SLAs, they are an illusion of control. OXARI ITSM implements multi-level SLAs with separate response-time and resolution-time counters, business-hours support and automatic clock pause (on-hold) while waiting for the user.

What stands out in OXARI's SLA module:

• SLAs per category and priority: a critical incident has different thresholds than a standard service request
• Business hours calendar: handling of breaks, weekends and statutory holidays
• SLA escalation: notifications to technician and supervisor before threshold breach
• SLA pause: the clock stops automatically while the ticket waits for a customer response
• SLA dashboard: real-time compliance view for the whole team

3 Knowledge Base

Knowledge base: the answer before the phone rings

Every repeating ticket is a signal: there is an article missing from the knowledge base. OXARI ITSM includes an integrated Knowledge Base available both for technicians (internal) and for end users (public via the portal).

Technicians can create articles directly from a ticket they are closing. One click turns the resolution into a ready KB article. Full-text search and topic tagging mean articles are discoverable before the user even opens the ticket form.

• Rich text editor with support for screenshots, attachments and video
• Article versioning: change history and the ability to revert to a previous version
• KB suggestions while creating a ticket: the system surfaces related articles before the technician starts writing a reply
• Usage statistics: which articles are most read and which help close tickets
• Access control: option to share selected articles only with specific user groups

4 Asset Management

Asset management: inventory in one place

Do you know how many laptops your company has? Which have warranties expiring? Which computer is tied to which incident? If you have to check this in multiple places, OXARI ITSM solves the problem with a built-in asset management module.

OXARI's asset management lets you link every IT asset to a specific user, location, warranty contract and ticket history. When a technician opens an incident they immediately see what hardware is assigned to the requester, without checking another system.

• CMDB-lite: register of hardware, software and services with relationships between them
• Automatic asset discovery via a network agent (optional)
• Asset-to-incident linking: a history of problems for each device
• Contract and warranty management: alerts before expiry
• CSV import and integration with RMM tools (e.g. NinjaOne)

5 Workflow Automation

Workflow automation: processes without manual policing

Every technician has a list in their head of "what I always do during onboarding" or "what I always check on a password change". The problem is that this list lives only in their head. OXARI ITSM lets you turn expert knowledge into repeatable, automated workflows.

OXARI's workflow engine operates on events (triggers) and actions. Events include a new ticket, priority change, time elapsed, category change. Actions include assigning a technician, sending a notification, changing status, filling a field, calling an external webhook.

• Process templates: ready workflows for typical scenarios (onboarding, offboarding, access change)
• Conditional paths: if-then logic with no coding, by drag-and-drop
• Automatic notifications: email, SMS, chat integrations
• Change management workflow: full change approval path with multi-level approvals
• Recurring task scheduling: reviews, audits, reports run automatically

6 Reporting & Analytics

Reporting: management reports in 3 clicks

Management asks: "How many tickets did we have in Q1? What was the response time? Which departments generate the most issues?" If the answer is "I have to pull the data and come back tomorrow", you have a reporting problem. OXARI ITSM solves this with a built-in analytics module with ready dashboards and export options.

• Ready ITSM reports: SLA compliance, time to close, incident volume, technician activity
• Real-time dashboards: view tailored to the role: technician, manager, CIO
• Recurring reports: automatic PDF/Excel delivery to selected recipients
• Filters and drill-down: segment by category, location, priority, technician
• Export to BI: Power BI integration via API for advanced analysis

7 Self-service portal

Self-service portal: fewer calls, more system trace

The phone is the most expensive channel for reporting IT problems. It ties up a technician fully, leaves no trace in the system, and gives the user no way to track progress. OXARI ITSM's self-service portal is a responsive web app that an end user opens from a browser, with no install and no training.

From the user's perspective the portal is: simple ticket forms (with smart questions driven by category), status visibility on existing tickets, knowledge base access and the ability to close a ticket with a satisfaction score. From the technician's perspective: zero phone calls asking "what's up with my ticket?".

• Branded portal: own logo, colors and brand messaging
• Dynamic forms: questions change depending on the selected ticket category
• Status tracking: the user sees in real time what stage their case is at
• Service quality rating: CSAT after ticket closure, aggregated in reports
• Push and email notifications: automatic updates on every status change

8 Integrations

Integrations: OXARI in your IT ecosystem

No ITSM system lives in a vacuum. OXARI ITSM offers an open REST API and webhooks that let you plug the platform into existing tools without writing code from scratch.

• Active Directory / Azure AD: sync of users, groups and attributes; SSO via LDAP and SAML
• Microsoft Teams and Slack: ticket notifications and the ability to reply without leaving the chat tool
• Email relay: every message to a designated mailbox automatically creates a ticket
• RMM tools (NinjaOne, ManageEngine Endpoint Central): monitoring alerts become incidents in OXARI
• REST API + webhooks: integration with Jira, Salesforce, ERP systems and any in-house tool
• Power Automate / Zapier: for organizations on Microsoft 365 or no-code integrations

Comparison: OXARI vs ManageEngine SDP vs other platforms

The table below presents a subjective comparison based on Rotech Group implementations and publicly available specifications (status: May 2026). "Others" in the column means typical SMB alternatives available on the Polish market (Freshservice, Jira Service Management, Zammad).

Takeaway: OXARI ITSM wins in the Polish SMB segment on simplicity of implementation, native Polish and local support. ManageEngine ServiceDesk Plus is a better choice for complex ITIL processes, full CMDB needs and a richer integration ecosystem. Rotech Group can implement and maintain both.