Notes Hub Dashboard. Configurable status workflows. Kanban with priority borders. Dispatch board with crew presence. Escalation matrix with role-based routing. Every cross-team interaction lives here, tied to the customer contract that triggered it.
Generic ticketing systems treat every interaction as a question that needs an answer. Open the ticket, write a reply, close. That is sufficient for "my password isn't working." It is not sufficient for "the customer's fibre install was scheduled for Monday but cabling crew B is on leave and dispatch needs to reassign and the warehouse needs to release the reserved ONU and finance needs to know whether to defer first-bill."
The Notes Hub is built for that second case. Every note carries the customer contract context, the assigned org-unit, the parent / child note chain, the escalation matrix, the For-Review sign-off, and the live auto-refresh so colleagues see each other's comments within 20 seconds.
It is the operations spine, not a ticket queue with a fancy UI.
Notes, dispatch, field execution, schedule planning, process pipelines, device bench-testing, KPIs, cross-department hand-off, exception permits, walk-ins, bug reports, escalations, status workflows. All on the same data model.
One dashboard with dynamic views (notes by status, by category, by team, by area, by my engagement), saved filters per user, configurable KPI widgets, and a "My Radar" lane showing notes the user has engaged with plus "Needs Reply" tracking.
Each note category has its own state machine: which status can transition to which, who can perform each transition, what evidence is required, what notifications fire. For-Review sign-off requires the original reporter to verify the fix before close; Close (Error) and Reopen are first-class transitions on every note type. v3.5 added a visual graph editor: workflows are drawn as nodes and edges, transitions created by dragging from one status to another, inherited rules ghosted in from broader scope, system transitions locked. Why a graph beats a list →
Kanban board with drag-and-drop status transitions, priority borders, swimlanes by team or area, and a split-pane detail view that opens the selected note alongside the board so transitions don't require modal overhead. Live auto-refresh keeps the board in sync within 20 seconds across all viewers.
The dispatch board shows crew presence (clocked-in / on-shift / on-task / on-break), area-based timeline of scheduled and in-flight tasks, drag-to-reassign across crews, and chain-of-command transitions so team leaders can move tasks raised anywhere in their reporting line without explicit assignment.
The phone-first half of dispatch. Field technicians install it to their home screen and run the whole job from it — today's task list, a spec-driven on-site flow, and every step GPS-logged. Each status change ripples back to the dispatch board in real time, so the dispatcher's desktop and the technician's phone always show the same job.
The escalation matrix decides who gets pulled in when a note ages past threshold, when severity escalates, or when a transition fails approval. Routes are role-based, not person-based, so vacancies and reorgs don't break escalations. Time-based, severity-based, and chain-of-command escalations all on one engine.
Walk-in Visitor Log captures every front-desk arrival with auto-matching to existing customers and a "Me" button for staff. The Bug Report system is a sidebar button on every page that auto-captures the page URL, browser context, and any selected text; Aelita walks the reporter through clarifying questions to assemble a clean ticket.
Org Units are the division / team / crew hierarchy that powers task routing. Watch / Mute per note lets each user control their own notification stream; you can watch a note you weren't assigned to or mute a note you are assigned to (without removing yourself from accountability).
A planning calendar that lays every scheduled note out by date, so dispatchers and supervisors can see at a glance what work is booked and when. Switch between a full Week, a rolling 3-Day near-term window, and a whole-Month grid; today is always marked and a live "now" line shows what is coming up next. A slide-out Day panel groups a single day's work by team, with unassigned and personal items surfaced first.
Capture a repeatable, multi-step business process — a new installation, an equipment return, a customer onboarding — as a reusable template with named stages. The visual Process Editor lets you lay out the whole pipeline up front: add and reorder stages, set the rules each stage runs by, and define how work moves from one status to the next.
A bench workspace for the units that come back from customers — returns, swaps and repairs. A test runs the device against a real OLT and steps through whitelist, wait-for-authorisation, read signal level, optional router check, and clean-up, ending in a clear PASS or FAIL with vendor, model and signal in dBm. The result is saved as a structured note on the customer or contract, and the stock condition is set to Good or Defective automatically.
When a note closes, the person closing it picks an outcome that records how well the work was handled — Resolved, No Issue Found, Duplicate, Info Provided, Warning Given, Coaching Completed, and more. For performance-category notes that outcome feeds the agent's personal performance score, turning everyday closures into clean, comparable reporting instead of a separate appraisal exercise.
Work rarely fits one team. Rather than reassigning a note into another department — which would lose your area's audit trail — you spawn a sub-task. The parent stays in your queue, the child note lands in the receiving team's queue, and the link between them keeps both sides on the same conversation. The parent cannot close until every sub-task is resolved, so nothing is handed off and forgotten.
Some actions need an explicit sign-off — waive a fee, allow a non-standard discount, make a one-off exception to policy. The Exception Request captures What, Why, who to send it to, priority and an optional expiry, optionally linked to a customer or contract. It runs its own approval workflow, separate from the task approval gate, and the system only offers approvers above the requester's own level so permits always travel up the chain.
Mark any note or task as private and it’s visible only to its officer and assignees — hidden even from admins with view-all rights. Pair it with need-to-know area visibility, so area-less categories stop broadcasting to everyone, and a Confidential category that keeps management requests away from agents.
Throwaway quick-notes shouldn’t live forever. Admin-defined Auto-close Rules close stale notes after a per-source, per-type inactivity window, marking them “Auto-closed (stale)” and attributing the action to Aelita — so the board stays clean without anyone babysitting it.
Every note carries a threaded comment discussion where colleagues reply under the comment they’re answering, and each comment can carry its own attachments — images as thumbnails, other files as direct downloads. System events land in the same timeline, so conversation and audit trail stay in one place. New activity pushes out as a browser alert so people don’t have to sit on the note.
Cover for a manager without handing over their authority. Set a colleague as a manager’s personal assistant and they become reachable everywhere the manager is — the assistant shows up as an assignable person and an escalation target wherever the manager would, tracking the manager’s departments automatically. Separately, anyone who manages a team or division sees the notes assigned to their people, not just the ones routed to them.
A dedicated flag/report button lets any staff member file a confidential report about a colleague’s conduct or work quality, choosing an escalation level that decides who reviews it. The report is invisible to the colleague it’s about — only team leads and management can see it — and there is deliberately no assignment step: HR and management are already looped in automatically the moment it’s filed, so there is nothing left to hand off.
Certain escalation reasons double as one-click routing lanes. Choosing “Escalate to Development” — available on every deployment — routes the note straight to the team that maintains the system the instant it’s saved; “Escalate to Executive Management” routes it straight to senior leadership. A named confirmation step spells out exactly who is about to be notified before the note actually sends, so nobody escalates by accident. Some deployments also offer a network-operations lane for a sideways hand-off on network faults.
The trigger. 19:20 Friday. A wiredown event flagged 47 customers offline on the same fibre route. Aelita's cluster-detect creates a single incident note with all 47 contracts attached and posts it to the NOC channel.
What flows through the note. The on-call NOC engineer drops the GeoMap impact analysis into the note (one click). Cabling crew B is reassigned to the incident (chain-of-command transition; supervisor doesn't need to be online). Support's on-call agent watches the note (no auto-assignment, but Watch keeps them in the loop) so they can answer customer calls with current status. Finance's outage-credit-note auto-trigger runs based on the note's status going to "in repair", queuing credit notes for review at Monday 9am. The shift supervisor adds escalation if repair extends past 22:00.
The result. By 22:14 the splice is repaired and the note moves to For-Review. Network ops verifies the repair on Saturday morning; the original on-call NOC engineer (the reporter) closes the note. Five teams worked the same incident through one note. No email threads. No "did you tell finance?" No calls between teams to coordinate handoffs.