Dream ITSM

About

Dream ITSM – AI-Powered IT Support & Seamless Ticket Management
Dream ITSM streamlines enterprise IT support with a persistent, intelligent floating icon—enabling employees to resolve technical issues and manage support requests instantly from any browser tab without disrupting their workflow.

Derived from the powerful DREAM automation suite, the ITSM extension serves as an intelligent Tier 0 Support Assistant. It acts as the first point of contact for technical hurdles, combining user-provided descriptions with real-time visual screen analysis to provide instant troubleshooting suggestions or generate high-quality, structured tickets for the IT team.

Key Features
Tier 0 AI Support Assistant
Get immediate help before even raising a ticket. As soon as you describe an issue, the integrated AI analyzes your request and provides 3–5 actionable troubleshooting tips tailored to your specific problem category, including Network, Login, Software, or Hardware issues.

Instant Ticket Creation
Eliminate the friction of navigating to complex support portals. Raise tickets with a single click from the floating icon. The extension works across all enterprise platforms including ServiceNow, Salesforce, ERP systems, and internal web portals.

Contextual Smart Auto-Fill
Stop manually copying data into forms. The AI-powered Auto-Fill feature uses session memory and visual context to automatically populate technical fields, including Ticket Title, Technical Description, Intelligent Categorization, and Priority assignment.

Professional Visual Evidence
Capture clean, professional screenshots of error messages or system glitches using Chrome’s Native APIs. The extension uses an isolated capture engine that ignores its own UI elements, ensuring the IT team sees exactly what you see without interface clutter.

Asynchronous Support Workflow
Track the entire lifecycle of your requests directly within the extension. View statuses such as Raised, Pending, or Resolved, and receive real-time notifications as helpdesk analysts update your tickets.

Advanced Capabilities
Localized AI Privacy (Ollama Integration)
Processing is powered by advanced LLMs running localized via Ollama bridges. This ensures that sensitive organizational data and system context remain secure and are processed with enterprise-grade speed directly on the required infrastructure.

Seamless ServiceNow Integration
Native support for ServiceNow Incident Management. The extension maps priorities and categories directly to ServiceNow schema, creating incidents through a secure background proxy with support for OAuth, Basic Authentication, and custom API keys.

Shadow DOM Isolation
Designed for the modern enterprise, the extension utilizes Shadow DOM technology to keep its UI completely isolated from the host website's styles. This prevents design conflicts and ensures a premium user experience on any platform.

Smart Validation & Guardrails
The system includes built-in offensive language filtering and site-specific controls. Additionally, category-specific AI personas ensure that the technical expertise provided matches the nature of the issue being reported.

About Dream ITSM
Developed by Uniflo Inc., Dream ITSM is a secure, customizable, and intelligent extension designed to bridge the gap between technical issues and rapid resolutions. By combining contextual intelligence with enterprise-grade automation, Dream ITSM helps organizations resolve issues faster while reducing the load on manual IT support teams.