Built and published by Hexit
An incident management solution designed for multi-site organisations: request tracking, service level agreements, asset inventory and knowledge base in a single tool.
Organisations running several sites usually face an uncomfortable choice: an off-the-shelf ITSM suite — powerful, but oversized and priced per user — or a shared spreadsheet that quickly hits its limits. Between the two, few tools cover both request tracking and asset management without turning into a maze.
Orbit is our answer to that gap. We designed and built it in-house to cover the full life of an incident — from the initial request through to a qualified resolution — while keeping an interface people can pick up without training. The initial scope covers IT equipment, and the data model already anticipates building-related incidents.
Seven statuses with controlled transitions, four priority levels each carrying their SLA, assignment by team or by technician. Every ticket keeps a timestamped activity trail: public comments, internal notes hidden from the requester, and status changes.
A clear split between primary equipment and attached peripherals, with consistency rules enforced server-side: a peripheral always follows its parent, and deleting equipment that still has peripherals attached is blocked. Brands, external providers and inventory labels with barcode scanning complete the picture.
Entities, sites, divisions and departments, teams and providers: the real organisation is mirrored in the tool. Ticket visibility follows from that structure and from each person's role — user, technician, team administrator or administrator.
Articles written in a rich editor, sorted into categories, with draft, published and archived states. Pinned articles and a usefulness counter help surface what actually resolves recurring requests.
A per-technician dashboard for the day's workload, and a management view for supervisors: volume, SLA compliance on first response and on resolution, backlog ageing, priority distribution and reopening rate — all filterable by entity, team, agent and period.
Email and in-app notifications, pushed in real time and configurable per user. During a major incident, an announcement banner appears immediately across every page to inform users and cut down duplicate tickets.
Orbit is an Nx monorepo pairing a NestJS API with an Angular front end, plus a shared library for enums, DTOs and SLA constants — so the business reference data is defined once and consumed by both sides.
The primary sign-in path is Microsoft 365 SSO over OpenID Connect: tenant accounts are provisioned on the fly and can be synchronised. Local passwords remain available for administrators and for external contributors outside the tenant, invited through a single-use link.
The whole stack is containerised. The API is built in stages so only production dependencies ship, runs as an unprivileged user, and is never exposed directly — it is reachable only through the reverse proxy that serves the interface.
In practice, Orbit installs just as well on your own servers as with a hosting provider — which matters when asset and incident data must not leave your infrastructure.
