NCCM Documentation

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Explore the major capabilities and documentation areas available in Infraon NCCM.

Configuration Profiles

Define how device configurations are collected, stored, and versioned.

Configuration Backups

Schedule and run backup jobs, and restore or roll back configurations.

Configuration Policies

Define compliance baselines and evaluate devices against them.

Configuration Rules

Build the rule logic that policies use to assess configurations.

Configuration Templates

Standardize and push configuration changes across devices.

CLI Jobs

Run command-line operations against managed devices.

Vulnerability Management

Identify and track configuration and firmware vulnerabilities.

Reporting & Analytics

Analyze compliance posture, configuration drift, and job outcomes.

Developer resources

Explore API Documentation

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Can't find what you're looking for? Explore the documentation or contact the Infraon support team for assistance.

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This section will guide you through the initial setup and configuration of Infraon, helping you get up and running with the platform's key features. Follow these steps to customize your Infraon experience and manage your product effectively.

The Infraon Platform is the central hub for configuring and managing various aspects of your Infraon environment. It provides a user-friendly interface for accessing and managing sub-modules that cater to different administrative tasks.

Let's see each one in detail:

Geomap allows for visualization of the location of all the assets by associating a geographic area with GPS coordinates. It enables you to visualize the location of the assets and also provides information about their working condition.

Geomap makes managing assets, identifying opportunities, and providing quick service easy. If the technician's location matches the asset location, assigning the technician becomes straightforward, resulting in a quick resolution. Prompt service, in turn, enhances the customer experience.

Administrators can customize employees' web addresses (URLs) to access the Infraon portal. This functionality provides greater flexibility and branding opportunities.

For instance, instead of using a generic URL provided by Infraon, administrators can create a custom URL that reflects your organization's name.

This customization enhances brand recognition and potentially improves user experience by making the helpdesk URL more easily recognizable to employees.

Infraon NCCM User Manual

Information in this document is subject to change without prior notice. Companies, names, and data used in examples herein are fictitious and for illustration purposes only unless otherwise stated. No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose without the express permission of Infraon Corp.

About this Document

This document aims to outline the features of Infraon products and give detailed information on how to customize & use all the modules available within Infraon products. This document contains sensitive information. Access to this document or the content within should be provided only to authorized users of Infraon products software on a need-to-know basis.

Any unauthorized use or sharing of information in this document will be considered a breach of respective confidentiality/copyright and shall be treated accordingly.

Infraon is enabled with an intelligent notification system. Infraon Notifications are displayed as floaters across all pages. The respective notification icon is displayed with the notification count when a notification is triggered.

The notifications module is a part of Infraon Configuration and is further split into:

Messenger Audit - View the log of communications sent from and received within Infraon

Configure SMS - Configure SMS gateway to enable SMS notifications from Infraon.

Configure SMTP - Configure your email server details to send and receive emails from Infraon.

Trigger Configuration - Configure a trigger to trigger an alarm or an event.

Let's see each of these in detail.

The Configure SMS module allows administrators to integrate and manage SMS gateway services within Infraon Infinity. It is used to configure SMS delivery settings for sending notifications, alerts, OTPs, approvals, ticket updates, and other platform messages.

The module supports:

• Global SMS configurations

• Customer-specific SMS configurations

• SMSGateway and SMPPGateway integrations

• Primary and Secondary gateway setup

• SMS configuration testing before activation

The Configure SMS module connects Infraon Infinity with external SMS service providers. Administrators can configure the required gateway details, request parameters, authentication headers, and delivery settings based on the SMS provider.

The module supports two SMS configuration types:

• SMS Gateway – Uses API/HTTP-based SMS integrations.

• SMPP Gateway – Uses SMPP protocol-based enterprise SMS communication.

Each configuration can include:

• Primary Gateway

• Secondary Gateway (Failover)

Once the configuration details are added, administrators can move to the Test section to validate SMS delivery before saving the configuration.

Infraon's Knowledge Base module enables users to author their articles, curate articles/guides from internal or external sources, and use, share, and manage knowledge across organizations and end-users.

Infraon's KB is categorized into:

• Article -  The article must contain complete Information with details on all aspects of the selected topic. Articles are usually intended to solve a common problem - How to configure an Email account on Outlook or How to reset an Infraon password, etc., news sourced internally (Updates on the KB module of Infraon)or externally, What to expect with the latest update of MS Office), etc.

• FAQ - Frequently asked and answered questions.

After completing the registration process, log in using the default credentials provided or opt for a Google account login.

For more details on login options, refer to the Login Settings.

Once logged in, you will be directed to the screen below.

The' Getting Started' page lets you easily configure essential settings for new accounts. There are seven key steps in this process:

Customize the portal URL to allow your employees easy access to Infraon. Although it's recommended to stick to the default URL, you can modify it later if needed.

For more information on customizing the URL, refer to the module.

Configure a dedicated support email address to ensure all incoming communications are automatically converted into tickets. This address will also be used for all customer-related responses. You can set up a new email on Infraon's domain or link your existing mail server.

For step-by-step instructions, visit the module.

The module provides detailed insights into vulnerabilities based on device OS, affected nodes, vendor details, CVE, OS version, and more.

to access the detailed Vulnerabilities content and manage your network jobs effectively.

Template is a Collection of commands (one or more) with zero or more variables to be executed on devices for specific operations (like ACL Modification, Route ADD, Interface NAC configuration, Interface IP Change, Interface Enable Disable, SNMP/LLDP/CDP enable or Disabling, OS Upgrade).

By substituting different values (to variables) for different Devices, the user can reuse the same template for similar operations on multiple devices. Device Credentials, Device Interface Name/IP Address, and command inputs will become a variable portion in the command template.

to access the detailed Configuration Templates content and manage your network jobs effectively.

The Rebrand Infraon module within the Infraon Portal allows administrators to customize the platform's appearance to align with the organization's branding. This fosters a more cohesive user experience and strengthens brand recognition.

Here's how it works:

Upload your organization's logo to display it within the Infraon platform prominently. The recommended size (170x96 px) and supported file formats (jpeg, png) are provided to ensure optimal display.

Admins can choose from pre-defined color themes (Fixed or Spaced Out) and light, dark, or semi-dark variations to match your organization's branding preferences.

Administrators can define specific colors for elements like the logo container, navbar, and user interface text for even greater customization. This allows for a highly tailored look and feel.

Admins can select the preferred language (English or Hindi) for the entire platform interface, ensuring user comfort and efficient interaction with the ITSM system.

Once the changes are satisfactory, click “Save” to proceed.

Messenger Audit acts as the Notification Log. Displays the complete list of notifications triggered and received within Infraon.

Use the options on the left panel to filter out notifications based on the notification type.

• Email

• Slack

• WhatsApp

This enables Network administrators to efficiently manage remote IT networks and IP-enabled security devices from a centralized location.

to access the detailed network configuration and change management content and manage your network configurations effectively.

The calendar view summarizes daily activity, including processed successful, failed, completed, and total configurations.

This is a privilege-based feature: The user can access, view, add, edit, delete, execute, and export only if the administrator has given them privileges. This will be defined under roles and privileges.

As the name states, the calendar view gives a detailed report of the selected parameters. By default, it displays information for the current month. However, arrow keys can be used to navigate to the previous months(s)/year(s).

• Calendar Views display details based on daily NCCM activity.

• Complete Count: Displays the Completed device count enabled for the day's download.

Data without perspective can be useless. To maximize the use of data, Infraon provides attractive and easily customizable reports that ensure data monitoring is appropriate for everyone within the organization.

Infraon reports provide a detailed analysis of the performance and fault-related data collected. Reports include:

• Trending, pattern, and summary analysis to analyze past behavior.

• Perform trend analysis and pattern analysis with historical data to help predict future behavior.

Infraon's default reports are highly configurable and flexible. Collecting, summarizing, and pruning historical data makes long-term data easily manageable. The combination of real-time and historical reporting aids in identifying trends, predicting system behaviour, and making well-informed management decisions to drive future expansions.

Infraon's timescale and data fields in the report filter the asset details at a granular level using the columns, timescale orders, and order by. Improvising asset report functionality, providing enhanced data analysis and filtering capabilities.

Infraon supports exporting reports and pre-configured auto-reports in PDF/Excel/CSV formats. Advanced real-time and historical reporting capabilities can be customized according to user preferences to help them view essential data.

The general settings module is a part of Infraon Configuration and is accessible by administrators and other users authorized by administrators.

This module of Infraon consists of three additional modules. They are:

• Audits:  Infraon monitors and records every user's actions. Only the administrator can access these audits.

• Business Hours:  Configure business hours to control SLAs and better efficient work allocation.

• Tag Management:  Tagging is a way of grouping assets, users, etc. Tags can be applied to multiple categories across Infraon.

• Template: Lets administrators create predefined templates to standardize and speed up recurring processes across modules like Ticket, Request, Change, Release, and Risk.

Let's see each of these in detail. 

This module allows administrators to define how attendance is recorded for users. It provides controls to automate attendance tracking and enforce location-based validation using geo-fencing.

This configuration is primarily used for field users (technicians), in which attendance is validated against GPS location and predefined work boundaries. Attendance records generated based on these settings are stored and can be accessed for monitoring, reporting, and audit purposes.

How it works

Attendance behavior is governed by two configuration options:

• Force Geo-Fence Restriction ensures that users can mark attendance only within a defined range.

• Auto Clock-In / Clock-Out allows the system to automatically record attendance based on user location.

These settings can be enabled independently or together:

• If both are disabled → users can mark attendance manually without restrictions

• If geo-fencing is enabled → attendance is restricted based on location

• If auto clock-in/out is enabled → attendance is recorded automatically

• If both are enabled → attendance is fully automated and location-controlled

If a user attempts to mark attendance outside the allowed location, the system may trigger an approval workflow before confirming the entry.

Configuring SMTP server information is mandatory when sending out email notifications from Infraon. SMTP server configuration is a part of 'Getting Started' with Infraon. Mails sent to this address are converted as Incidents. This email address also acts as a reply to the mail address for all customer communication. Before configuring, ensure that you have the below details from your service provider:

• Host Name

• Host Username

• Password

• Port

There are two options within the SMTP server configuration. You can configure your existing email address onto Infraon or set up a new one using Infraon's email server.

Go to Infraon Configuration -> Notifications -> Configure SMTP

On the page, either use the Microsoft OAuth login or manually enter API credentials.

Click to log in using the Microsoft account.

Enter the Microsoft credentials and grant the appropriate permissions to configure the SMTP configuration easily.

There are two tabs in the SMTP configuration.

Configuration | Test

Configuration | Test

Once the test is successful, click 'Submit' to save the configuration.

The Infraon Configuration module consists of all types of configurations required for the efficient functioning of modules. While there are multiple levels of configurations, few of these configurations are mandatory.

General Settings: Configure business hours, create tags for grouping assets, users, etc., and review the complete audit log.

User Management: Invite requesters and users, assign roles, group them as teams or departments, and view their leave information.

Notifications: Configure and track notifications sent through Infraon.

Infraon Automation: Configure workflows within Infraon to define a flow of process modules like Incident, Request, Etc.

Bots: Install agents to enable discovery and monitoring.

Organization: View and add organization and branch locations.

IT Operations: Add device credentials to initiate the discovery of devices.

Infraon Platform: Check and edit account configuration settings.

A few additional configurations are needed to enable device monitoring. Follow the instructions in the links below to enable protocols as required.

Upgrade Option for Credential-less Organizations! Users can access the management portal to select services. Selected services, with 193 options, are enabled post-payment.

Enabling SNMP is vital to initiating the monitoring of the routers and switches. Follow the steps below to enable SNMP on Cisco routers and switches.

• Connect to the router/switch via telnet.

  • prompt#telnet testrouter

• Now, enter the password to enable mode.

  • Router>enable

An SLA stands for Service Level Agreement. ITIL4 defines SLA as "A documented agreement between a service provider and a customer that defines both the services required and the expected level of service." SLA is a detailed document that defines the standards of services the customer expects from the service provider. SLAs differ across services, vendors, and industries. It is an integral part of a vendor contract because it lists the services agreed upon between the parties and the quality, availability, remedies, and penalties.

In Infraon, the "SLA" module is an SLA-capturing tool. It is not yet implemented as a full-fledged SLA Management tool. It allows the definition of SLA metrics and service details.

Benefits of SLA:

• Sets clear guidelines and expectations - An SLA sets clear guidelines regarding expectations and commitments.

• Improved customer service - Because of the existence of an SLA between two parties, the service provider monitors and measures whether the terms of the service are being met. Thus, the team works efficiently to achieve the deadlines. There will be a decrease in ticket response time, which will improve customer service.

• Peace of Mind - An SLA gives customers peace of mind because they have a contract they can refer to in case their demands are unmet.

• Strengthens Customer Relationships - The above-mentioned benefits enable a strong relationship between the service provider and the customer.

The two essential components of an SLA are Metrics and Penalties.

Metrics - Metrics are the criteria for measuring services. It is an agreed-upon measurable target between the customer and the service provider. Metrics make it easier to spot SLA breaches.

Penalty - Penalty is a disciplinary measure to be followed if the SLA is breached. A penalty could be imposed for monetary refunds, service credits, etc. These terms are captured in an SLA.

Any change observed and detected within your organization is an event.

The primary objective of the event management module within ITIL is to detect all changes or activities within the infrastructure, observe for anomalies and raise the alarm, if necessary. Events are Infraon's way of active and passive monitoring of

• CI items like laptops, desktops, etc.,

• Software licensing and performance

• Application performance

• Server performance

Monitoring the status and availability of items is part of active monitoring, while detection and correlation of operational alerts based on the configured thresholds and triggers are part of passive monitoring.

Infraon's Event Management module enables users/organizations to achieve their goals through the below steps:

• There are constant changes in the infrastructure. Ideally, a user's login, upgrade of software/hardware, or regular maintenance are all events. However, these are not events that need to be notified or taken action upon. When there is a change in the server's performance or availability, it needs to be reported immediately. Infraon extracts the necessary data from the happenings of the infrastructure and detects 'events that need attention on occurrence.

• These anomalies or changes are run through the default thresholds and categorized as basic, informational, major, or performance. Thresholds can be sorted as minor, major, or critical. Refer to the Thresholds section for details.

• Anomalies and changes are categorized and reported as events.

Refer to the section for more details.

This functionality empowers administrators to define automatic ticket assignment rules based on impacted services and requester tags, enhancing the workflow and improving service delivery.

How does it work

Business rules automate ticket assignments based on predefined criteria. They are configured to:

Assign tickets based on impacted service:

Tickets associated with a specific impacted service (e.g., hardware diagnostics) can be automatically assigned to a designated team or technician based on expertise level.

Assign tickets based on the requester tag:

Tickets created by users of a particular requester tag (e.g., front desk) can be routed to a predefined team or technician.

Creating Business Rules with Manual Service Mapping

This section guides admins through creating business rules with manual service mapping.

Define the Business Rule

• Assign the rule a clear and descriptive name (e.g., "Hardware Diagnostics—Assign to IT Team Level 1").

• Select the type of rule (e.g., "Impact Service").

• Briefly explain the rule's purpose (e.g., "This rule automatically assigns tickets related to hardware diagnostics to IT Team Level 1 technicians").

• Select the specific service impacted by the ticket (e.g., "Hardware Diagnostics").

• Choose the logical operator for the rule (e.g., "equals").

• Assign To:

  • Group/Team: Specify the team responsible for addressing tickets related to the impacted service (e.g., "IT Team").

Considering a scenario where an IT team handles hardware diagnostics. Creating a business rule with the following configuration ensures tickets related to hardware diagnostics are automatically assigned to IT Team Level 1 technicians:

• Business Rule Name: Hardware Diagnostics - Assign to IT Team Level 1

• Type: Impact Service

• Description: This rule assigns tickets related to hardware diagnostics to IT Team Level 1 technicians.

• Impact Service: Hardware Diagnostics

Business rules can also be based on requester tags. Here's how to create a rule for a specific requester tag:

• Assign Tickets from the Front Desk to the Procurement Team Level 1

• Add the respective Requester Tag as Front Desk Manager.

• Then Assign To:

  • Group/Team: Procurement Team

This rule ensures any ticket created by someone with the "Front Desk Manager" tag is automatically assigned to the Level 1 Technician within the Procurement Team.

The daily working hours of teams/departments within an organization are called business hours. This, in turn, aids in assigning work based on users' working hours and setting and meeting SLAs.

When creating a profile, you could choose between specific working days/hours and 24/7 availability.

Use the Exclude Hours option to add a break in the business hours. This can be the weekend, an official lunch hour/break time, or a change in the Technician's shift. SLAs are adjusted as needed.

To view the complete list of holidays applicable to your region, add 'Holiday' or click on import holidays. 'Exclude hours and Holidays' are excluded while calculating SLAs for the ticket.

• Go to Infraon Configuration -> General Settings -> Business Hours.

Once the initial customization is saved, you can use Infraon. Your default landing page looks like the below:

There are three default sections across all Infraon modules/pages.

Let's see these in detail:

The top panel has the below options to view:

The left menu panel can be expanded to view menu labels.

A notification icon, visible across all Infraon modules, displays your number of new alerts. Clicking this icon reveals a panel containing both informational updates and task-related notifications.

In the section, you can view messages from this panel, approve or reject requests, and check product updates. The panel includes alerts and information about recent changes or additions to the product.

The ‘Policies’ page displays the complete list of policies available on NCCM. Multiple Filter options and a quick action panel are also available.

Click here to access the detailed Policies content and manage your network jobs effectively.

The Authentication Profile module manages user authentication for accessing network devices via CLI (Command Line Interface) sessions. It ensures that only authorized users can establish CLI sessions with network devices by verifying their identity before granting access.

Click here to access the detailed Authentication Profile content and manage your network jobs effectively.

Infraon records all automated and manual activities that occur within the tool and saves them as Audits.

Audit records information of the user, the action performed, the IP address, and the time stamp when the action was performed.

No actions can be performed from this page.

Import From CSV

The Bulk Upload feature lets you import multiple Knowledge Base articles (such as Articles, FAQ, Information, and Known Errors) via CSV files. It supports template download, data validation, and error handling for missing fields, duplicates, invalid file types, empty files, and oversized uploads.

Step 1: Go to the Knowledge Base page and click Create Knowledge Base → Import from CSV.

Step 2: Select the required category type, then click Download CSV File to download the empty template for preparing article data.

Step 3: Open the downloaded CSV file and fill in the required fields.

• Title and Content must be provided.

• Status must be either New or Published.

• If the article is marked Private, add at least one User, Team, or User Tag.

• Dates must follow the YYYY-MM-DD format.

• Emails, tags, and URLs must be separated using semicolons (;).

• Save the completed file in .csv format.

Step 4: Upload the prepared CSV file. Map each column to the corresponding system field on the Column Matching screen, then continue.

Step 5: The system validates all records. If there are issues—missing fields, duplicate titles, invalid file type, empty data, or oversized file—relevant error Messages are shown.

Step 6: Download invalid records if needed. Only valid entries will be imported.

Click Proceed with Valid Records to continue.

Step 7: Once the import is complete, the system shows “CSV uploaded successfully.” The imported articles will be added to the Knowledge Base and can be reviewed or updated.

Automatically attaches relevant Knowledge Base (KB) articles to response emails when incidents or requests are created from inbound . It uses AI-based similarity matching to identify and include the most relevant KB articles, helping users resolve issues faster without manual intervention.

AI-generated Knowledge Base articles provide structured issue-resolution content based on similar incidents or requests. Users can view key details, such as the problem description, root cause, and solution, in a predefined format.

The Knowledge Base article page displays the following sections:

Additional Information

• AI-generated articles are automatically structured to include key sections such as problem, root cause, and solution.

• Tags help in quick filtering and identification of similar issues.

• To control or manage the creation of AI-generated Knowledge Base articles, refer to the module.

What you see on the screen

• Go to the Infraon Infinity page; click the Topology -> Topological Link on the left panel.

• Navigate to Add -> Add Topology, enter the details, and click Submit.

• Go to the Infraon Infinity page; click the Topology -> Topological Link on the left panel.

• Navigate to Add -> CSV File

• Download the CSV file and enter the details required.

• Upload the same CSV file and click Next.

The Template Configuration module allows administrators to manage and customize predefined email templates used across the Infraon platform. These templates are used for asset allocation, deallocation, hardware and software change notifications, ticket escalations, reassignment notifications, and SLA escalation alerts.

Administrators can edit the available templates to modify email content, field mappings, privacy policy text, and notification details based on organizational requirements. The module also supports enabling a comment field in allocation and deallocation templates for end-user acknowledgment workflows.

Available Templates | Basic Details

The Allocation and Deallocation templates include a Privacy Policy option that allows administrators to include organization-specific privacy or compliance information in notification emails.

When the Privacy Policy toggle is enabled:

• The configured privacy policy content is displayed in allocation or deallocation emails.

• End users can review the privacy terms before acknowledging the request.

• Organizations can include terms, disclaimers, usage policies, or compliance-related information.

The Allocation and Deallocation templates also support the Enable Comment Field option.

When enabled:

• End users must provide comments while accepting or rejecting allocation and deallocation requests.

• The entered comments are captured in allocation reports and activity logs.

• This helps administrators track acknowledgment details and user responses more effectively.

The Add Task allows users to create a new task, assign ownership, set priority and due dates, configure recurrence, attach files, and extend the task using form templates.

Tasks created here are immediately available in the Task list and follow the configured notification, audit, and repeat rules.

Add Task | Field Descriptions

Triggers are rules or configurations that trigger an alert or an event within Infraon. Infraon allows adding of conditions to raise alerts or events when the specified rule is met.

There are two types of trigger configurations within Infraon. They are:

• Alerts - Alerts are based on configured thresholds (refer to Threshold module for details)

• Correlation - Infraon correlates events based on multiple conditions to trigger an action.

There are three steps to adding a trigger:

The Task Management module allows users to create, track, and manage tasks independently or in association with ITSM records. Tasks help break down work into actionable items, assign ownership, track progress, and ensure timely completion through due dates, priorities, and notifications.

Tasks can be created and managed directly from the Task module and are also associated with the following modules:

This enables teams to track operational and follow-up activities linked to ITSM workflows while also supporting standalone task management.

Task visibility and actions are role-based:

Displays multiple categories of leaves available within the organization—filter information based on Leave Types or User.

The right calendar displays leaves taken by the team for the selected period (Month/Week/Day).

Administrators or privileged users can configure leaves, i.e., configure/allot limit or no. of leave days applicable for each category. Leaves taken by users are displayed in a calendar view with options to view week/day/list. Filters can be applied to both leave types and users.

• Go to Infraon Configuration -> User Management -> Leave

• Click on the 'Configure' button.

Active users are currently logged in and actively engaging with activities. They represent the real-time presence of people currently using the system, indicating their availability for interaction or collaboration.

From this page:

• You can see a list of users who are currently online.

The Authorization Profile module defines user access levels and permissions for interacting with network devices. It ensures that only authorized users can execute specific commands or modify configurations.

Click here to access the detailed Authorization Profile content and manage your network jobs effectively.

This module is designed for initial user registration within the Infraon platform. Administrators can verify their accounts by providing essential details like their email address, company name, and mobile number. This information is stored securely within the Infraon data, allowing registered administrators to access and utilize the various functionalities.

The "Change" module allows users to add change requests. A user is a technician who requests a change. A change could also arise from a ticket, a request, or a problem from the requester.

Pre-requisites:

To add a change, the following must be pre-configured

• Requester - the user requesting the change

• Priority - priority of the change

• Change Manager - A Change Manager is usually a domain expert overlooking the change request.

• Change Implementer - A Change Implementer is the user responsible for implementing the change.

• Followers - users to be notified of the "change" status updates. Use the "Follow" button to follow directly.

• Tags - groupings used for the classification of changes.

• Go to the "Change" page.

• Click on the "New Change" button.

If requesters have been added already, select the requester's name in the search option. If no requesters have been added or to add a new requester, use the "Add a New Requester" button. Follow the "Requester" module for details. You can select or add a requester from the next page too.

To add a change, follow the steps from the below table:

*Emergency Change is not part of this release. It will be implemented in a future release.

Once all details are added, the user must click "Submit as New" - to submit the change.

• Go to "Add change"

• Click on the select template.

The default templates and the ability to create custom templates for planning and specific changes. Ensure seamless data integration and automation tasks for increased efficiency.

Automated Hardware Change Notifications! Enable in feature plan, select an asset, and edit sub-category. Configure templates for custom mail notifications, including logo, keys, and menu order adjustments.

A Knowledge Base (KB) is a repository of information about products, services, related topics, etc., intended for self-service. KB makes it easy for users to search for solutions instead of contacting the help desk or experts for repeated/common problems. It is recommended to include articles/guides about all products and services within the organization to enable contactless, round-the-clock self-service.

Infraon's Knowledge Base module enables users to author their articles, curate articles/guides from internal or external sources, and use, share, and manage knowledge across organizations and end-users.

Why Knowledge Base?

Studies conducted by Forrester and Ciboodle state that:

• 70% of customers prefer to use a company's website to get answers to their questions rather than use phone or email.

• An efficient knowledge base can enable customers to manage 85% of their relationship with an enterprise without interacting with humans, allowing organizations to save.

• Organizations saw a 50% increase in Customer Satisfaction ratings through social Customer Support (Public Knowledge Base).

An adequate Knowledge Base empowers the end user to quickly find the necessary answers and information without having to go through the hassle of waiting to get hold of an agent on call or waiting for their incident to get assigned to a Techie.

Having said that, to get all the advantages of a Knowledge Base, it is essential to present such complicated and detailed information in a user-friendly format, which Infraon's Knowledge Base offers. Infraon's KB is designed to add quick problem-solving tips, troubleshooting guides, answers to frequently asked questions, sharing best practices through Articles, known errors, and so on in a user-friendly manner.

A study by Coleman Parkes for Amdocs states that 91%of customers would be glad to use the available online database only if it is tailored to their needs. As easy as it may seem to build a knowledge base, it is a constant 'Work in Progress.' Follow the below steps to build an effective KB.

The CI Rule Configuration empowers administrators to automate how Configuration Items (CIs) are discovered, categorized, and managed in your environment. Admins can select and configure specific rules based on different criteria to streamline CI management.

Department Rule

This rule automates department assignments for your Configuration Items (CIs). With this rule enabled, whenever a department is linked to an asset within the system (mapping can be enabled or disabled), a CI relation is automatically created. This eliminates manual assignment, ensuring accurate and up-to-date departmental ownership of CIs throughout your IT infrastructure.

Location Rule

The Location Rule automated location assignment for your Configuration Items (CIs). Similar to the Department rule, admins can enable or disable location mapping on assets. When enabled, this rule automatically creates a CI relation whenever a physical location is linked to an asset. This eliminates manual effort, guarantees CIs are accurately assigned to their corresponding locations within your IT infrastructure, and improves organization and location-based reporting.

Requester Rule

The Requester Rule automates by enabling or disabling requester mapping on assets. Admins can configure this rule to automatically create CI relations whenever a service request or incident is linked to a specific user. This eliminates manual assignment and ensures CIs are associated with the appropriate requester, providing valuable insights into departmental or user-based IT asset usage.

Software Rule

The Software Rule simplifies CI management by automating the creation of CI relations for discovered software. Admins can turn software mapping on or off on assets within the system. With this rule active, a CI relation is automatically created whenever software is identified or manually linked to an asset. This eliminates manual effort and ensures accurate tracking of software assets associated with specific hardware, improving overall visibility into your IT infrastructure.

The User Rule automates CI relations based on designated technicians or managing users within your ITSM system. By enabling or disabling "manage by/technician" mapping on assets, you can configure this rule to create CI relations automatically. Whenever a specific user is assigned as the technician or manager for an asset, this rule triggers the creation of a CI relation. This eliminates manual assignment, ensuring CIs are linked to the appropriate technicians, which can be crucial for service accountability and troubleshooting workflows.

The CMDB part of Infraon is incorporated as Assets within Infraon. Infraon Assets allows administrators/asset managers to view and manage all organizational assets, i.e., all IT and non-IT assets, in one place.

Any device with an IP is known as an IT Asset or Node. It can be a Server, Router, Storage Device, Transport Device, Wireless controller, Access point, etc.; as part of an Asset, Infraon collects and maintains the complete inventory details for an asset.

Infraon collects basic yet important inventory information for each device, server, hypervisor, and application. The inventory information includes:

• IP Address

• Hostname

• Device Type

• Vendor

• Model

• Serial Number

• Operating System and Version

• MAC Address

• CPU Information

• Memory

• HDD Details

• Port Level information

Etc.,

• For Hypervisors,

• CPU Socket

• No of Processor

• CPU Speed

Etc.,

Dashboards are visual representations of critical data within Infraon. They provide concise yet detailed insights into monitoring and performance metrics. Users can customize dashboards by adding relevant metrics and reports tailored to their specific needs. Dashboards can also be exported as PDFs for reporting and analysis.

Before customizing dashboards, it is essential to understand the concept of Widgets, as these form the building blocks of every dashboard.

Click the arrow key in the left navigation panel to expand and access multiple pre-configured dashboards. You can also hover over dashboards to reveal action icons.

Action Icons | Dashboards

SLA Exclusion is a feature that allows specific tickets to be excluded from SLA calculations through an approval-based process. Once a ticket is approved for exclusion, it is not considered in SLA metrics, breach calculations, or reports.

The SLA Exclusion module enables users to initiate, track, and manage exclusion requests for tickets that should not be evaluated under SLA policies.

Users can raise an by selecting one or more tickets and submitting a reason along with an approval team. The request is then reviewed by the designated team, and based on approval or rejection, the system updates the SLA applicability for the selected tickets.

All exclusion processes are maintained in a centralized grid under SLA Exclusion, where users can monitor request status, view details, and track actions.

The SLA Exclusion module is used to:

There are multiple types of assets in an organization. The first step of asset management is the categorization of assets. Broader categorization enables better management. The default categorization of assets within Infraon is as follows:

Asset Type -> Asset Category -> Asset Sub-Category -> Asset

The process of managing an asset depends on its type. Based on asset type, Infraon assets have been split into four modules.

IT Assets are physical assets or devices used in an organization's business activities that fall under the responsibility of IT staff. For example, computers, servers, routers, scanners, fax machines, printers, modems, hubs, and IoT (Internet of Things) devices.

Within these asset Types, assets are further classified into:

Categories – Categories are also referred to as 'parent' categories. A category is the first division of assets within the selected asset type. For example, within IT assets, there can be categories like laptops, desktops, etc.

Sub-Categories - Sub-categories are also referred to as child categories. The sub-category is the next level of asset division within the category. For example, if the categories are laptop or desktop, sub-categories within IT assets can be Dell, Lenovo, Apple, etc. Assets or asset items can be added here.

User Management is part of Infraon Configuration and is accessible by administrators and authorized users. It involves managing users and defining their role and access level across modules of Infraon.

Infraon's User Management module consists of six additional modules.

They are:

Users: Invite new users or edit/delete existing users.

Roles & Privileges: Create new roles or edit/delete existing roles and define privileges for roles.

Requesters: Create special accounts for end-users to raise Incident or Change requests.

Teams: Create teams of users with similar skills to assign tasks to easily enable collaboration and mutual support.

Department: Create departments, assign team members, and align them with managers.

Password Policy:

User(s) can self-register on Infraon when they receive an invitation from the administrator(s). Click on the link, add details, and Voila! You are all set.

Please contact your administrator or manager if you cannot view any Infraon modules/pages.

When you first log in, Infraon offers options to customize your theme.

There is no single home page for Assets. Assets are added based on the asset type, each with a grid page. Click on the respective asset type from the left panel to view the list of assets in the selected category. This page is referred to as the 'Asset Grid Page'.

Assets can be viewed as a card or a grid view. Asset details include the following information.

• Asset Name

• IP Address

• Asset Category

• Asset ID

• Asset Status

• Device Type

• Make

There are three ways to search for an asset.

• Barcode Search - Click the Scan & Search Asset icon and scan the barcode using a barcode scanner. The corresponding asset information is displayed automatically.

• QR Code: Users can generate, print, and scan QR codes for assets to quickly access asset-related information.

• Asset Search - Click the 'Scan & Search Asset' icon and type the asset ID to search.

Users can customize the information displayed when a QR code is scanned by selecting which asset fields to include in the QR data.

To customize QR code fields:

• Navigate to the required Asset module page.

• Click Actions.

• Select Customize QR Columns.

• Choose the fields to be displayed in the QR scan result.

• Click:

  • Submit – Applies the configuration for newly generated QR codes.

  • Submit & Overwrite – Regenerates QR codes for existing assets with the updated configuration.

The customization supports:

• Standard asset fields

• Custom fields such as:

• Text

• Number

Additionally:

• A maximum of 6 fields can be selected for QR display.

• Updated asset values are automatically reflected in QR scan results after regeneration.

• Printed and bulk-generated QR codes maintain the configured field information.

• Asset ID changes are reflected in QR data when Asset ID customization is enabled.

Users can scan the generated QR codes using:

• Mobile device camera scanners

• Third-party QR scanner applications

• QR scanning applications available on Google Play Store

When scanned, the QR code displays the configured asset information based on the selected QR columns.

Customize columns based on unique preferences. Arrange columns effortlessly with a simple drag-and-drop action, streamlining the experience for optimal efficiency and organization.

Select one or more assets to view the asset actions below:

• Owner - Click to add/change asset owner.

• Requester - Click to update the requester and/or owner.

• Tag - Click to update the asset tag.

• Print - Click to print the asset label(s).

Enhanced Software Management! Now, easily sort asset ID, name, operational status, and overall status in ascending or descending order while adding software.

The Kafka Connection module allows users to configure and manage connections to external Kafka brokers. These connections are used to publish data from Infraon workflows to Kafka topics.

This module serves as the foundation for Kafka-based integrations, enabling workflow events to trigger real-time data publishing to external systems.

• List of configured Kafka connections

• Columns:

The Category Template allows IT admins to predefine metadata fields, default behaviours, and automation logic for various asset categories. It acts as a blueprint that ensures asset records are consistent, enriched with required fields, and easily mapped during asset onboarding or discovery.

It is used to:

• Apply default settings like location, ownership, and asset ID.

• Choose which field groups (like Procurement or OS details) should appear when creating assets.

Displays leave details of the logged-in user. Users can view multiple categories of leaves available within the organization, apply for leave and check available leave balance as on date.

Leave categories with information on the number of leaves available vs. the number of leaves taken.

Use the 'Apply Leave(s)' button to apply for leave(s). Select date or date range, leave type, and specify a reason. Click 'Apply.'

Leave Type must be pre-defined by the administrator.

• Go to Infraon Configuration -> User Management -> Leaves

• Click on the Apply Leave(s) button.

Infraon Automation is part of Infraon Configuration and contains configurations that can automate features, processes, and activities within Infraon.

This module of Infraon consists of the following:

Mail Automator: Configure IMAP mail accounts on infraon and refer guides to forward your existing emails to Infraon to convert emails into tickets.

Workflow: Visualize and create a process flow involving specific activities in the selected module.

Business Rule : Defines the business rule for the Infraon system for auto assignment of tickets.

Escalation: Defines the escalations process and automatic assignment mechanism are employed in support ticket resolution.

Customer feedback templates: Customize templates to collect feedback to improve service quality and customer experience.

Let's see each of these in detail.

The SSP (Self-Service Portal) Configuration module, exclusive to Infraon Management Admins, empowers admins to customize their end-users (SSP) experience.

Configure SSP

Use the toggle buttons for each module to determine which options appear as menu items on the SSP portal's top panel.

This allows admins to tailor end-user functionality to your organization's needs.

From this central location, admins can control the visibility (by enabling the toggle buttons) of various modules within the SSP (located at the top panel).

The following section breaks down the details:

Home

The Home section allows Infraon Management Admins to customize the appearance and content of the Self-Service Portal (SSP) Home page. Administrators can configure the Home page layout, customize the banner, and control which shortcuts and Quick Access sections are displayed to end users.

To configure the Home page:

• Navigate to Infraon Platform > SSP Configuration.

• Enable the Home toggle.

• Configure the required settings.

• Save the changes.

Select the preferred Home page layout for the Self-Service Portal.

The available designs are:

• Old Design

• New Design

The selected design determines which Quick Help and Services options are displayed on the Home page.

The Banner Title defines the title displayed at the top of the SSP Home page.

The Banner Subtitle is available only when New Design is selected.

• The Quick Help and Services section allows administrators to choose which shortcuts are displayed on the SSP Home page.

• Only the selected shortcuts are shown to end users.

• If all options are removed, the Quick Help and Services section is hidden from the SSP Home page.

The following shortcuts are available for the Old Design layout.

The following shortcuts are available for the New Design layout.

The Quick Access section allows administrators to configure which expandable sections are displayed on the SSP Home page.

Users can quickly access frequently used information directly from the Home page.

The available options are listed below.

After configuration, the selected sections are displayed on the SSP Home page.

Passwords are mandatory to verify user identity (authentication) and protect information. Therefore, it is crucial to have more robust password policies across the Organization.

Infraon can be configured with multiple Password Policies to suit the organization's internal and external compliance. Different password policies can be configured for various roles.

What you see on the screen

The Password Policy page can create new policies and edit and delete existing ones.

Instructions to 'Add a Password Policy'

• Go to Infraon Configuration -> User Management -> Password Policy

• Click the 'Add' button.

There are two tabs on the 'Add Password Policy' page.

The Policy Details tab contains options to customize passwords, including Password Length, Upper/Lower Case, Numbers, Symbols, and Frequency to Change Password. The applicability tab lets the user choose the policy's privacy level.

Policy Details | Applicability

Fields marked with * are mandatory.

Click 'Next' to configure the password policy's applicability.

Policy Details | Applicability

Fields marked with * are mandatory.

Once all the parameters are added, click 'Submit' to save the password policy. Password policies can be linked to newer roles.

Administrators and privileged users can edit and delete policies using the respective icons.

The default password policy cannot be deleted.

Topology View

Topology refers to how various nodes, devices, and connections on your network are physically or logically arranged in relation to each other. Topology View displays the complete topology of all the connected devices in the network. The connections are configured to change colours automatically based on the faults or thresholds.

Node:

Clicking on the node shows the inventory details about the selected node.

Node Devices:

• SDH MUX

• Routers

• SDH EMS Firewall

• PDH MUX

On the right click of the node, it shows the Device View, Active Events, and Services.

Below are the details which can be viewed:

• Host Name

• IP Address

• Make

• Model

The colours on the Node indicate the status of the device, which depends on the severity of the operation.

Blue -> Grey -> Green -> Yellow -> Orange -> Red -> Dark Red

(Green for Up, Red for Down, and Grey for Disabled devices).

Clicking on the edge shows the connection details and the current performance parameters between the connected nodes, depending on the type.

Below are the details which can be viewed:

• Description

• Source IP

• Source Device

• Source Port

Infraon detects all changes or activities of CIs or configuration items, observes anomalies based on the configured thresholds, and records them as events. If triggers are configured for the same, notifications or incidents are raised accordingly.

How does it work?

Infraon is configured with built-in thresholds for all the monitoring nodes and their components. Infraon monitors the assets constantly. It detects threshold breaches and records them as events. If any thresholds, devices, or metrics are linked in a trigger, Infraon either triggers a notification or converts the event to an Incident.

What you see on the screen

The events page lists all events - Issue, Date, Node, Resource, and Event ID, sorted by time. Events have default filters like:

• Critical, Major, and Minor - based on the threshold

• Acknowledged and Ticketed - based on the action

• Priority - based on the asset property

• Root - based on the correlation

• NCCM – This shows events focused exclusively on the NCCM module, including download jobs and configuration changes. By applying this filter, technicians can focus on network configuration and change management activities, making monitoring and addressing NCCM-related issues easier.

Each event allows the below actions (Quick action tool):

Events can be filtered by dates or downloaded using the respective icons.

The Infraon Admin Guide is explicitly designed for administrators responsible for configuring, managing, and maintaining the Infraon platform. This guide focuses on modules and functionalities exclusive to the Management Admin role, such as system configuration, user management, and platform settings.

Why do I see only a few modules here?

This guide includes only those modules and features that are exclusive to Management Admin users, such as:

• Platform Configuration

• User & Role Management

• System Settings

The remaining modules are shared between both users and admins. To avoid duplication and provide a clear, role-based experience, these shared modules are documented under the section.

If you’re an Admin looking for detailed documentation on all other modules:

• Navigate to the for technician-level modules and operational features.

• Use the left-side navigation menu to explore topics by module.

• Use the search bar at the top of the page to quickly find specific content.

Assets are referred to as Items in Infraon. Before adding an asset, the category and subcategory must be defined.

Navigate to the respective Asset page (IT, fixed, consumables, etc.). If no categories/subcategories are pre-defined, these can be added when adding the asset (item).

There are three ways to add assets:

1. Single Asset - You can add a single asset from the drop-down menu in the top right corner

2. Import from CSV - If you have the asset CSV file, you can import it from the drop-down menu in the top right corner.

The Infraon platform automates ticket assignment not only at the technician level but also at the group level, based on Business Rules.

• Tickets can be automatically assigned to a designated group based on defined conditions such as:

  • Category

  • Priority

Download Job refers to a task that involves retrieving configuration files from network devices such as routers, switches, firewalls, and others and storing them centrally within the system.

to access the detailed Download Job content and manage your network jobs effectively.

Upload jobs involve changing or updating configuration files or firmware from the Infraon NCCM server to network devices. They're commonly used for deploying new devices, updating existing ones, and upgrading device firmware. For instance, users can simultaneously upload entire configuration files or specific snippets to individual or multiple devices.

Click here to access the detailed Upload Job content and manage your network jobs effectively.