Orbit Resolve
Package: pkg_orbit_resolve — Orbit Resolve AI Service Desk
Route: /org/resolve · Permission: Read Tickets & SLAs
Orbit Resolve is the platform's service desk: it takes a customer's problem in through whatever channel they used, puts it in front of the right agent under a clock, and keeps the ITIL record straight behind it — problems, changes, releases.
Every Resolve page is project-scoped. Land on one without a project selected and you get "No project selected — Select a project from the project switcher at the top of the screen." The switcher is the coloured chip in the global top bar, not in the sidebar.
What is where
| Page | Route | What it is for |
|---|---|---|
| Dashboard | /org/resolve | Today's state — open tickets, breaches, RMAs, pending changes |
| Resolution Queue | /org/resolve/queue | The working list. Filter, triage, assign, open |
| ITIL Problems | /org/resolve/problems | Root causes behind repeated incidents |
| ITIL Changes | /org/resolve/changes | The CAB lifecycle for platform changes |
| Release Board | /org/resolve/releases | Deployment orchestration, linked to changes |
| Request a Service | /org/resolve/catalog | The catalog a requester orders from |
| Executive Telemetry | /org/resolve/dashboard | FRT, AHT, FCR and CSAT |
| Resolve Analytics | /org/resolve/analytics | Seven analytics tabs, each separately permissioned |
| Integration Telemetry | /org/resolve/integration | API keys and ingress health |
| AI Governance | /org/resolve/ai-governance | AI calls, credits and failures |
| Knowledge Base | /org/knowledgebase | AI training sources — see below |
| Customer Portal Pages | /org/resolve/customerpages | The /support/* pages visitors see |
| Settings | /org/resolve/settings | 16 configuration tabs |
/org/knowledgebase manages AI training sources — documents you ingest so the assistant and
ticket deflection can answer from them. Customer-facing help articles are a different thing,
authored under Settings → Knowledge Base and published to /support/kb. See
Knowledge Base.
The dashboard
Four tiles across the top, each a count with a one-line meaning:
| Tile | Means |
|---|---|
| Open Tickets | Active customer issues |
| SLA Breaches | Resolution overdue |
| Active RMAs | Hardware return logistics in flight |
| Pending Changes | Requires CAB approval |
Below them: Tickets by Category (Incident / Problem / Change / RMA / UAT with counts and
percentages), Tickets by Priority (Urgent / High / Normal / Low), and Agent Active Workload
— which shows Unassigned as its own row, so an unstaffed queue is visible immediately.
Urgent or Unassigned Issues lists the tickets that need a decision now: reference, type, status, priority, SLA state and assignee.
+ New Ticket in the header opens the same intake drawer the queue uses.
Which screen do I want?
Resolve has fourteen modules and several pairs that sound alike. The quickest way in:
| I want to… | Go to |
|---|---|
| See what needs doing right now | Dashboard |
| Work through tickets | Resolution Queue |
| Work one ticket | Ticket detail |
| Record why incidents keep happening | Problems |
| Get a modification approved | Changes |
| Schedule a deployment | Releases |
| Order something for myself | Request a Service |
| Teach the AI from our documents | Knowledge Base |
| Publish help articles for customers | Settings → Knowledge Base |
| Change how any of it behaves | Settings — 16 tabs |
Pairs that get confused
| These two | Differ by |
|---|---|
| Dashboard vs Resolution Queue | Dashboard is a summary (counts + urgent only). The queue is the full work list |
| Knowledge Base vs Settings → Knowledge Base | AI training sources vs customer help articles. Same name, unrelated screens |
| Request a Service vs My Service Requests | Placing an order vs tracking orders you placed |
| Executive Telemetry vs Resolve Analytics | Telemetry is a fixed KPI dashboard. Analytics is seven permissioned report tabs |
A PROBLEM-type ticket vs a problem record | A ticket in the queue with SLA clocks, vs a root-cause record with none |
| Release stages vs ticket statuses | Board columns for deployments vs the ticket workflow. Configured in different places |
Legacy URLs
Resolve was previously Service Desk. /org/servicedesk/* redirects to /org/resolve/*.
servicedeskThe product is Resolve, but the internal surface key remains servicedesk. You will see it in
Experience Manager tab ids (project:servicedesk:pages) and in permission codes
(org.servicedesk.*). Both name the same thing.
Where to go next
- Core concepts — ticket vs problem vs change vs release, and SLA vs OLA vs UC
- Getting started — the order to configure things in
- Agent workspace — the day-to-day pages
- Knowledge Base