Plugins
Plugins add work areas to the desk that not every team needs, like a board of developer tasks. The desk itself stays the same; a plugin adds its own pages, sections on the case, permissions for API tokens and tools for AI assistants. They are built into the desk (nothing is downloaded while it runs) and are off until an admin turns them on.
Turning a plugin on or off
Settings → Plugins (admins) lists every plugin this desk was built with, in its layers: Cases first (always on), then each plugin with the ones built on it indented below it. Each shows its name, what it does, whether it is on, what it is built on, and the permissions it adds.
| Button | What happens |
|---|---|
| Turn on | It is available to everyone right away. It appears in the sidebar under Plugins, by its name, and in Settings under Plugins, with its sections and actions on cases, a tab on Reports, its events for webhooks, and its permissions and AI tools. Settings next to a plugin that is on opens its page. |
| Turn off | All of that is hidden again. Its addresses answer "not found", AI assistants no longer get its tools, and its permissions are no longer offered for new API tokens. Its permissions and built-in roles leave Settings → Roles and people's pages, and its pages leave Help. |
[!NOTE] Its data stays when a plugin is turned off: roles keep its permissions, people keep its roles, and when it is turned on again everything is back as it was. Entries it added to case timelines stay, as plain text.
Both are recorded in the audit log (Turned a plugin on, Turned a plugin off), one entry per plugin, with what went on or off with it. With several servers running the desk, the others follow within half a minute.
API tokens can't turn plugins on or off, not even with the admin permission.
Plugins built on others
A plugin built on others says so (Built on …), and the layers go on and off together:
- Turning off a plugin turns off everything built on it, after asking. Their data stays.
- The plugins that went off with it remember that they were on. The list says so (Turned on, but off while … is off), and they come back as they were when the plugin they are built on is turned on again.
- Turning on a plugin turns on what it is built on, after asking: turning on Major Incident Management also turns on Service Configuration and Incident Management.
[!WARNING] Turning off Service Configuration also turns off Incident, Major Incident, Problem and Change Management and Status Page.
Every plugin is included
[!TIP] All plugins are free and included with every installation. There are no editions or purchases, and nothing is gated by a licence: turning a plugin on is all it takes (with the plugins it is built on).
Adding or removing a plugin
Which plugins a desk is built with is decided when the image is built, in plugins/plugins.config.ts; see
building a plugin for developers. Removing one from the build leaves its data in the database.
In this section
- The plugins: Each plugin, the layers they build on, and their settings.
- Settings and permissions: A plugin's page in Settings, and the permissions plugins add.