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Support (ITSM)Door LYNIO Support

Configuring Support Storage, Queues, and Cross-Tenant Routing

Enterprise support operations require strict tenant data isolation, granular role-based routing, and predictable response times. The LYNIO Support system gives tenant administrators full control over their ticket infrastructure, including self-service S3 storage integration, queue management, custom SLA target matrices, and cross-tenant delegation policies.

1. Connecting Lynio S3 Object Storage for Attachments

To enforce zero-data-leakage and avoid unencrypted local disk persistence, LYNIO Support uses a Zero Local Storage architecture. All file attachments (such as screenshots, diagnostic archives, and configuration dumps) stream directly into your tenant's dedicated Lynio S3 Object Storage bucket.

Attachments are disabled across the console until an active S3 bucket is configured.

Setting Up S3 Storage

  1. Navigate to Support > Settings in the LYNIO Console.
  2. In the Lynio S3 Object Storage card, configure the S3 connection parameters:
    • S3 Endpoint: The regional S3 service URL (e.g., https://ams-01.s3.lynio.cloud or https://{tenant_namespace}.ams-01.s3.lynio.cloud).
    • Region: The target region (e.g., ams-01).
    • Target Bucket Name: The name of the S3 bucket where ticket files will be stored. You can click on any of your tenant's Existing Buckets quick badges to auto-fill the field.
    • S3 Access Key ID: An IAM credential ID with read and write permissions to the bucket. You can click any of your Saved Keys badges to auto-populate.
    • S3 Secret Access Key: The secret key associated with the Access Key ID. Once saved, this key is stored securely and permanently masked in the UI.
    • Enforce SSL / HTTPS: Ensure this toggle is active to guarantee TLS encryption in transit.
  3. Click Test Connection. LYNIO verifies S3 handshake, bucket existence, and write permissions using standard AWS SigV4 authentication.
  4. Once verified, click Save S3 Configuration.
# Example S3 object key layout used by LYNIO Support
s3://<your-support-bucket>/tickets/<ticket-id>/<attachment-id>_<filename>

When storage is successfully saved, the status badge changes to Connected • s3://{bucket_name}, and file upload inputs are instantly enabled across ticket creation forms and comment threads.

2. Resolver Groups & Routing Queues

Resolver groups represent specialized engineering teams or departmental queues (such as Service Desk, NOC, Cloud Engineering, or SecOps).

Creating a Resolver Group

  1. In Support > Settings, scroll to the Resolver Groups & Queues section.
  2. Click Add Resolver Group.
  3. Provide the group details:
    • Group Name: Descriptive name of the queue (e.g., Platform Engineering).
    • Description: Scope and responsibilities of the group.
    • Associated IAM Role: Restrict ticket access and claiming within this queue to users holding a specific IAM role (e.g., Support Engineer or Administrator).
    • Set as Default Queue: Check this box if new inbound tickets should automatically land in this queue.
  4. Click Create Group.

3. Customizing ITSM SLA Policies

SLA policies define contractual first-response and resolution deadlines based on ticket priority and operational schedules.

SLA Configuration Options

In Support > Settings > ITSM SLA Policies & Targets, you can customize:

  • Operating Hours: Define your business window (e.g., Start: 08:00, End: 18:00).
  • Operating Days: Select active days of the week (e.g., Monday through Friday).
  • Timezone: Set the operational timezone (default: Europe/Amsterdam).
  • Priority Tiers: Add, modify, or remove tiers:
    • First Response Target (minutes): Maximum time allowed before an engineer must submit an initial reply.
    • Resolution Target (hours): Maximum time allowed to reach Resolved status.
    • Coverage Model: Choose Business Hours (clock pauses outside operating hours and on weekends) or 24x7 (continuous timer for critical outages).

Click Save SLA Targets to commit changes. New tickets will automatically adopt the updated SLA deadlines.

4. Cross-Tenant Delegation & Managed Services (MSP)

Organizations running Managed Service Provider (MSP) operations or multi-tenant corporate hierarchies can securely delegate tickets across tenant boundaries without granting full administrative console access.

How Cross-Tenant Delegation Works

  1. Authorization: Under MSP & Multi-Tenant Access, the owning tenant explicitly allows external tenant IDs to route tickets into selected queues.
  2. Ticket Delegation: When an external tenant routes a ticket to your queue, the ticket displays a Cross-Tenant badge showing the originating tenant name.
  3. Queue Lock & Safety: To protect ticket ownership, cross-tenant tickets cannot be arbitrarily rerouted to other external queues.
  4. Return to Service Desk: Resolvers from the receiving tenant can investigate, add internal notes or customer responses, and click Return to Service Desk to safely return ticket custody to the customer tenant's primary Service Desk queue.

5. Quick Tools: Canned Responses & CSV Export

The Settings tab includes administrative productivity tools:

  • Canned Responses (Templates): Create reusable macros for standard operating procedures, diagnostic requests, or welcome greetings. Templates support dynamic variables like {{ticket_number}}, {{subject}}, and {{creator_email}}.
  • Ticket Data Export (CSV): Export the complete historical ticket registry, SLA performance timestamps, and resolution metrics as CSV for compliance audits and reporting.