Keystone is in-house IT service management for small teams: incidents, requests, changes, and problems, with a service catalogue and an audit trail that holds up. This guide covers filing and working tickets.
Getting started
Open Keystone from your Portal. Browse the service catalogue to see what can be requested, and check the queues and tags your team uses so tickets land in the right place.
Ticket types
- Incident — something is broken and needs fixing.
- Request — someone needs access, an item, or a standard service.
- Change (RFC) — a planned change to a system, with its own review trail.
- Problem — the underlying cause behind recurring incidents.
Working a ticket
Assign tickets to queues, apply tags, and track them against their SLA tier. Add comments to keep the conversation and decisions on the record, and close the ticket when it's resolved. People and automated Coworks file and work tickets the same way, so nothing falls through a gap.
The audit log
Keystone's log is append-only — entries can't be edited or deleted after the fact. That gives you a paper trail you can actually rely on for reviews and compliance.
Tips
- Pick the right ticket type up front; it sets the right workflow and review steps.
- Tag consistently so reporting and trend-spotting work later.
- Log changes as RFCs even when you're a small team — the trail is worth it when something breaks.
Frequently asked
Can people outside the team file tickets?
Yes — the catalogue gives a consistent way for anyone to raise a request or report an incident.
Can I edit the audit log?
No, by design. The log is append-only so the record stays trustworthy.
Still stuck? Reach the team from the Contact page, or head back to the Help Centre for guides to the rest of the Vastura apps.