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FreeITSM Wiki
FreeITSM is an open-source, comprehensive web-based IT Service Management (ITSM) platform with 21 integrated modules covering everything a small-to-mid IT team needs to run a service desk. Now multi-lingual — native i18n with 21 starter locales spanning Europe (English, French, German, Spanish, Brazilian Portuguese, Dutch, Italian, Polish, Russian, Ukrainian), South Africa (Afrikaans), South Asia (Hindi, Bengali, Tamil, Telugu, Marathi, Kannada, Malayalam, Gujarati, Punjabi), and Indonesia. See Architecture → i18n.
🌐 Website: freeitsm.co.uk 📦 Repository: github.com/edmozley/freeitsm 📜 Licence: MIT
Quick Links
- 🚀 Installation — Docker or manual setup, prerequisites, configuration files
- ⏰ Scheduled tasks (cron jobs) — the four timed jobs FreeITSM needs; nothing time-based works until these are set up, and they fail silently
- 🏗️ Architecture — Technology stack, directory layout, shared components, i18n layer
- 🔐 Security — Encryption, MFA, password policies, brute-force protection
- 🧩 Browser Extension — Chrome/Edge Watchtower extension
- 🔌 REST API — public key-authenticated API: how it works + per-module guides (Tickets, Assets, Problems, Changes, Knowledge, Tasks, CMDB, Contracts, Calendar, Software, Domains, Service Status); keys with granular permissions under System → API
- 🧩 API Reference — internal session-based AJAX endpoint summary
- 🌐 i18n — 21 languages; locale per analyst via System → Preferences; see Architecture → i18n
Modules
| Module | Purpose |
|---|---|
| Watchtower | Unified attention dashboard across all modules |
| Tickets | Outlook-style ticket inbox with email integration |
| Tasks | Kanban-style internal task management |
| Projects | Plan and run IT projects on top of ordinary tasks - phases, stages or sprints, health worked out from the plan, linked to equipment, changes, tickets, contracts, the CMDB and knowledge |
| Assets | IT asset register with vCenter and Intune sync, plus who holds what and handover documents |
| Knowledge | Rich-text articles with AI chat and vector search |
| Change Management | ITIL changes with CAB workflow and risk matrix |
| Problem Management | Root causes behind recurring incidents, known errors, AI-assisted RCA |
| Calendar | Event calendar with categories and scheduling |
| Morning Checks | Daily RAG health checks with trend charts, optional groups and routing |
| Reporting | Report packs (multi-page PDF reports), system logs, audit trails, and Intune analytics |
| Software | Software inventory, dashboards, and licence management |
| Forms | Dynamic form builder with AI assist, plus what happens when a form is used — raise a ticket, send an email, call a webhook |
| Contracts | Supplier and contract lifecycle + RFP Builder |
| Domains | Domain register with registry lookups, a security grade, change detection, look-alike and certificate watches, and renewal alerts |
| Files | Secure file and folder sharing on a Windows-like desktop - private until shared, uploads of any size with versions, a viewer with view-only and watermarks, and every action audited |
| Service Status | Service health dashboard with incident tracking |
| Self-Service Portal | End-user portal for ticket submission — can be set as the landing page |
| LMS | Author courses (with AI) or upload SCORM; assign, take and track them |
| Process Mapper | Flowchart builder with swimlanes, groups, and Mermaid export |
| CMDB | Configuration Management Database with relationships and AI |
| Network Mapper | Visual architecture diagrams bound to the CMDB |
| Workflows | Cross-module automation engine — visual canvas, conditions, action handlers that can use what an earlier one produced, AI co-author |
| Notifications | The bell on every screen — replies, assignments and SLA warnings on your tickets, built to stay switched on |
| System | Encryption, module access, demo data |
Screenshots
A full screenshot tour is available on the project website: freeitsm.co.uk/screenshots.html
Project Status
FreeITSM is actively developed by a single maintainer (@edmozley). New features and fixes ship continuously — see the CHANGELOG on the main repository for the full history, and the Updates page on the website for published releases.
Contributing & Support
- ⭐ Star the repo if you find it useful — it genuinely helps with discoverability
- 🐛 Bug reports & feature requests via GitHub Issues
- 💬 Discussion — mention it on Reddit, Hacker News, Spiceworks, LinkedIn wherever IT pros hang out