Qisutu: An Open-Source, Self-Hosted Service Desk for ITSM and Automation

Many organizations require a service desk solution that operates on their own infrastructure, due to data protection requirements, existing directory services, internal workflows, or a desire to retain control over their system and data. Qisutu is an open-source, self-hosted service desk created to meet these needs, offering ticketing, IT service management, and process automation.

The current stable release is version 1.0.3, which is ready for production use. Qisutu integrates various components to operate a professional service desk, including agent and customer portals, ticket creation through web interface and email, queue-based processing, automation and configurable workflows, knowledge base and multilingual FAQs, configurable configuration management database (CMDB), reports and statistics, and a REST API.

Qisutu is built for self-hosting, running entirely on the organization's controlled infrastructure. Ticket data, customer information, attachments, credentials, and configuration remain on the operator's server. The software utilizes Perl and CGI, MariaDB or MySQL, Template Toolkit, and Apache for its functionality.

Installation is facilitated by a script that prepares required packages, Perl modules, Apache configuration, systemd services, database configuration, and a web installer. Multiple Qisutu instances can operate independently on the same server, allowing for separate production and test environments without mixing their databases, services, or configuration.

Email integration is available via IMAP and SMTP, Microsoft 365 with OAuth2 and XOAUTH2, Google Workspace or Gmail with OAuth2 and XOAUTH2. Access tokens, refresh tokens, client secrets, and mail credentials are encrypted and TOTP-based two-factor authentication is supported. Security measures include CSRF protection, secure session cookies, encrypted stored credentials, and two-factor authentication for administrators, agents, and customers.

The system is licensed under the GNU Affero General Public License 3.0 or later, and the complete source code, installation instructions, API, module documentation, changelog, security policy, and contribution guidelines are publicly available. For more information, visit the project website (https://qisutu.de/), access the GitHub repository (https://github.com/qisutu/qisutu), or download the latest version directly (https://ftp.qisutu.de/qisutu-1.0.3.tar.gz).