Compliant L1 Ticket Resolution
Automated L1 IT support with 21 CFR Part 11 compliant audit trails. Password resets, account access, and application issues for validated systems — with identity verification and full regulatory documentation.
What healthcare IT teams are seeing
Avg. resolution time
Auto-resolved tickets
Audit trail compliance
Built by a team that ran enterprise IT operations at a Fortune 200 pharmaceutical company for 13 years.
Your L1 team treats every ticket the same way
L1 analysts handle password resets and access requests for validated and non-validated systems with the same process, even though the compliance requirements are entirely different. A password reset on a GxP-validated LIMS requires identity verification, an audit trail, and documentation that a reset on a standard collaboration tool does not. Without a system that distinguishes between the two, compliance gaps accumulate quietly — and you find out about them during an audit, not before.
From ticket to compliant resolution — automatically
Intake & Classification
Tickets arrive from ServiceNow, Teams, email, or self-service portals. The AI parses the request, identifies the affected system, and classifies the ticket by type — password reset, access request, application issue — and by compliance tier based on whether the system is GxP-validated.
Identity Verification
For validated systems, the AI enforces identity verification before any action is taken. This includes MFA challenge, manager confirmation, or other verification methods your organization requires — ensuring no unauthorized access changes occur on regulated systems.
GxP System Check
The AI checks the affected system against your validated system inventory and determines the compliance requirements that apply. GxP systems trigger enhanced documentation, approval workflows, and audit trail requirements. Non-GxP systems proceed through standard resolution paths.
Resolution & Documentation
The AI executes the resolution — password reset, access provisioning, or application remediation — and generates complete documentation. For GxP systems, this includes the identity verification record, the action taken, the approval chain, and the compliance justification.
Compliance Logging
Every action is logged in a 21 CFR Part 11 compliant audit trail with timestamps, user identifiers, system identifiers, actions performed, and outcomes. Logs are immutable, exportable, and structured for regulatory review — whether for routine audits or FDA inspections.
This isn't a chatbot — it's a compliant resolution engine
Every capability your healthcare IT team needs to resolve L1 tickets with regulatory confidence, built in from day one.
21 CFR Part 11 Audit Trails
Every resolution action generates an immutable, timestamped audit record that satisfies FDA electronic record requirements.
Identity Verification (MFA)
Enforces multi-factor authentication and identity confirmation before any action is taken on regulated systems.
GxP System Awareness
Automatically applies the correct compliance requirements based on whether the affected system is GxP-validated.
Password Reset Automation
Executes password resets across validated and non-validated systems with the appropriate verification and documentation for each.
Access Request Handling
Processes access provisioning requests with role-based approval workflows and segregation of duties enforcement for regulated systems.
Compliance Documentation
Generates complete resolution records with verification evidence, approval chains, and regulatory justification — ready for audit review.
Why a dedicated AI layer?
Your ITSM vendor offers AI ticket resolution — but it doesn't know which systems are validated, what identity verification is required, or how to generate 21 CFR Part 11 compliant audit logs. SectorFlow adds a compliance-aware intelligence layer on top of your existing ITSM platform, so every L1 resolution follows the correct regulatory path without your analysts having to remember which systems need what.
Connects to the systems you already run
ServiceNow
Okta
Active Directory
Microsoft Teams
CTMS
LIMS
Don't see your system? We integrate with any platform via API. Talk to us.
"Our L1 team was resetting passwords on validated LIMS the same way they handled email resets — no verification, no audit trail. We didn't realize the gap until an auditor flagged it. This flow fixed it overnight."
— Healthcare IT Operations Manager, Regional Health System
Frequently Asked Questions
See What Compliant L1 Resolution Looks Like for Your Team
Book a 30-minute discovery call. We'll walk through the Compliant L1 Ticket Resolution flow with your ticket data and your compliance requirements.
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