Service desk and tenancy
| Feature | What it does | Status |
|---|---|---|
| Multi-tenant model | Provider, client company, site, device group, device, user. Client data isolated and rechecked on every request. | Running |
| Provider-to-client access | Staff reach a client only through an explicit membership with a Viewer or Technician role. | Running |
| MFA and short client sessions | MFA-gated client sessions of 15 minutes, no refresh token, immediate revocation. | Running |
| Numbered tickets | Stable ticket numbers, customer-visible messages and private notes on one timeline. | Running |
| Tamper-evident audit log | Hash-chained, append-only audit entries; the application cannot change or delete them. | In testing |
| Client and user administration screens | Creating clients and managing memberships from the portal rather than the API. | Planned |
| Report files | Tenant-scoped CSV and JSON reports for supported report types. | Running |
| Scheduled and PDF reports | Report UI, PDF output and scheduled email delivery. | Planned |
Agent and remote operations
| Feature | What it does | Status |
|---|---|---|
| Ticket-bound PowerShell relay | Terminal sessions opened against a ticket number and recorded. | Running |
| Windows agent | Outbound-only connection to Gate over TLS, one-time enrolment, reporting-only credential. | In testing |
| Linux agent | Systemd service for 64-bit Intel and ARM that runs only signed Bash jobs; .deb and .rpm packages. | In testing |
| Signed installer | A signed Windows installer for client devices. | Planned |
| Inventory, health and alerts | Hardware, software, services, disk and event log data with alerting. | Planned |
| Remote sessions | Attended sessions with user consent and policy-approved unattended sessions with live PowerShell. | Planned |
| Script library | Your own scripts with platform, reviewer-assigned risk level, parameters and a content fingerprint recorded at approval. | In testing |
| Signed script dispatch | Every job is signed; the agent checks the signature, content fingerprint, expiry and target device before running. | In testing |
| Staged rollouts | Scripts and software to device groups, canary first, in bounded waves with rollback. | Planned |
| Patch management | Windows update status and approved deployment. | Planned |
AI and automation
| Feature | What it does | Status |
|---|---|---|
| AI ticket diagnosis | Explains ticket and device evidence with confidence and next checks. | In testing |
| AI fix proposals and approvals | Proposes a fix with target, effect, risk and rollback; technicians approve, edit or reject it in the portal. | In testing |
| Low-risk auto-remediation | Runs signed ReadOnly/Low library fixes automatically only when the client's policy allows (off by default), then verifies once and hands failures to a technician. | In testing |
| Microsoft 365 / Entra investigations | Read-only checks of users, sign-ins, licences, service health, conditional access and Intune devices. | In testing |
| Microsoft 365 changes with approval | Typed changes (revoke sessions, block or allow sign-in, reset MFA registration, licences, groups) proposed by the AI and run only after technician approval. Off by default per client. | In testing |
| Runbooks | Multi-step automation with approvals, cancellation and retry rules. Deliberately switched off until those controls pass review. | Planned |
| CitadelFrame security reports | Limited security status from CitadelFrame on the device record. | In testing |