KeystoneIT

Staff raise a request, follow it and reply. Replying to a resolved request reopens it.

Not yet: No email is sent yet, so a reply is seen when the person next opens the portal. No attachments yet.

A requester sees their own requests, the public replies and the status in plain words. Internal notes, priority and service targets are never sent to their browser.

A queue and a request page with the whole conversation, each field saved on its own, and “reply and set status” as one action.

Six built-in views (My open, Unassigned, Waiting on requester, At risk, All open, Recently resolved) and your own saved views.

Not yet: Saved views are personal. They cannot be shared with a team yet.

Filter by status, priority, assignee, team, school, service, type and target state. Five sort orders. Choose the columns each view shows.

Not yet: No bulk actions and no export yet.

Find a request by its number, subject, the requester's name or words in the conversation. Search returns only requests you are allowed to open.

Not yet: In the agent queue only. The portal has no search yet.

Two separate modes in one composer. The composer changes colour and says who will see what you are about to send.

Every change to a request (raised, routed, replied, assigned, status and priority changed, target met or missed) is an entry beside the conversation.

Shortcuts to search, move through the queue, assign, note, reply and send, plus a command palette. Single-key shortcuts can be turned off.

Open requests by school, team, service and priority, raised against resolved over fourteen days, and targets met over thirty. Every figure opens the list it counts.

Not yet: The dashboard is fixed. There are no reports, exports or custom dashboards yet.

Two people changing different fields of a request both succeed. If they change the same field, the second is told beside that field and loses nothing they typed. Unsent replies survive a reload.

A request about a named service goes to the team that supports it, and otherwise to your default team. The timeline says where it went and why.

Not yet: There are no other routing rules, no service catalogue and no approval flow yet.

Create teams, add and remove members, choose the default team, and move a request to another team.

First-response and resolution targets for each priority. They pause while you wait on the requester, resume with the time left, and show as on track, at risk, breached or met.

Not yet: Nothing alerts or escalates when a target is at risk yet. One policy for the whole Trust.

One calendar for the Trust: opening hours by weekday, a time zone, and closures such as half-term. Target time is counted on it, across clock changes.

Not yet: A calendar for each school is not built.

A request belongs to a school or to the Trust centrally. Access is granted school by school or centrally, and a school focus narrows every list and figure.

One rule sits under every list, count, search and action, so a figure never includes something the person looking could not open.

Every change writes an append-only audit record of who did what, where, and with what result.

Not yet: There is no screen to view or export the audit record yet.

Teams, members, services, opening hours and service targets are set up in the product.

Not yet: Statuses, priorities and request types are fixed. Managing people, roles and schools is planned and is not in the evaluation build.

Sign-in through your Trust's Microsoft Entra ID is built into the design and is the first provider planned for a pilot.

Not yet: It has not yet been proven against a live tenant.

KeystoneIT works in a phone's browser, where the queue becomes cards. Light and dark themes, and a compact density for people who live in the queue.

Not yet: Tested so far in Chromium only. There is no mobile app.

Built to WCAG 2.2 AA and checked automatically on every page, in both themes, at desktop and phone widths.

Not yet: A manual screen-reader test has not yet been carried out.