Nexus ITIL Service Management

Technical summary

Native NEXUS plugin implementing an ITIL MVP ITSM for incidents, changes and problems that can link to tasks. Records receive sequential codes, type-specific state machines and priority-based SLAs; the panel brings together operations, CAB, known errors and breaches, with lookups through the Intelligence Hub and the /itil command.

Executed scope

• plugin.json — v1.0.0, is_core: true, NEXUS category, lucide layers icon with icon_bg #eff6ff, settings_route "plugin=nexus-itil-sm".
• Registrations: registerTab("nexus-itil-sm", "ITIL SM", "layers", tab.php, "NEXUS") and registerDoc("nexus-itil-sm", "ITIL Service Management", "layers", doc.md).
• 8 API actions (plugin.php, via PluginManager::registerApiAction) — itil_list (type/status/q/open_only filters, LIKE search on title/description/category/owner/id + code match, ORDER BY updated_at DESC LIMIT 200, payload with stats/types/statuses), itil_get (by id or code), itil_save (creates with itil_ + uniqid('', true) and MAX+1 seq, or updates; validates type/title ≤255/status), itil_transition (status only, with auto-flags), itil_delete, itil_lookup (data + markdown + summary for /itil), itil_stats (total, per type, open, sla_breached, cab_pending — change in submitted/cab_review without approval —, known_errors), itil_sla_breaches (overdue and open, LIMIT 50).
• Database: itil_install() runs on load — CREATE TABLE IF NOT EXISTS itil_records with UNIQUE uq_itil_type_seq(type, seq), indexes idx_itil_type_status, idx_itil_task, idx_itil_sla.
• SLA: P3/P4 incidents (priority >= 3) get automatic 8h/4h SLA when sla_hours is not informed; sla_due_at over created_at; derived sla_breached flag on read (itil_row_public).
• Auto flags: cab_approved=1 when transitioning to approved (change); known_error=1 when transitioning to known_error (problem) — Change approval is human, the AI agent only suggests in comments.
• Intelligence Hub: nexus-itil-sm enricher (priority 58) — itil_detect_codes() (\b(INC|CHG|PRB)-\d{1,6}\b) + itil_intel_enrich() produce itil_incident/itil_change/itil_problem artifacts (severity: sla_breached→3, priority≥3→2, else 0; data with id/code/itil_type/itil_status/title/priority/task_id/sla_breached) or itil_ref (severity 1, status unknown) when the record does not exist.
• Fast Responses: fastr.json — /itil <INC-0001|CHG-0001|PRB-0001> via itil_lookup action (required code arg, pass_task_id: false).
• Alpine.js UI (tab.php, 419 lines): 4 cards with ratio bars (Total/Open/SLA breach/CAB pending), link to the Compliance Hub (?plugin=nexus-compliance-hub), filterable list with CAB/KE badges, conditional per-type form fields (Change: window + rollback; Problem: workaround), inline error/success messages.

Stack and tools

• PHP 8 (no framework, strict_types)
• MySQL 8 (itil_records — DDL on load, no install.sql)
• Alpine.js + Tailwind CSS
• NEXUS plugin system (PluginManager::registerTab/registerDoc/registerApiAction)
• NEXUS Intelligence Hub (nx_intel_register_enricher)

Operational tags

• ITSM
• ITIL
• Incidents
• Change
• Problems
• CAB
• Known Error
• NEXUS Plugin
• SLA

Operational result

• Operational source of truth (ITSM) in NEXUS: Incidents, Changes and Problems with trackable codes (INC-/CHG-/PRB-) and per-type state machines.
• Automatic SLA for P3/P4 incidents (8h/4h) with a breach flag derived on read and an overdue list ready for cron/worker.
• Change with human CAB (submitted → cab_review → approved) and RFC attributes (window, rollback); the AI agent never approves a Change by itself.
• Problem with known error + workaround, counted in itil_stats for the dashboard.
• Codes cited in descriptions/comments are detected by the Intelligence Hub (nexus-itil-sm enricher) with severity proportional to SLA/priority, or itil_ref when the record does not exist yet.
• Core task linking via task_id — ITIL complements, not replaces, the NEXUS task flow.