How a ticket becomes a session
A ticket does not start work by itself just because it exists. Four things have to be true, and each one is visible to you.
The four conditions
- RemediateDesk sees the ticket. Autotask is checked every two minutes for tickets that have changed.
- The ticket's configuration item is mapped to a machine with the agent installed.
- A saved Autopilot instruction that is switched on, and written for that machine's operating system, matches the problem.
- The instruction is allowed to start. It then follows its trust level and your safety rules, like any other session.
The match is a judgement the AI makes by comparing the ticket against the short description you wrote for each instruction. It is told to answer no whenever it is unsure, because a wrong match would act on a real machine.
When a condition is not met
| What is missing | What you see on the ticket |
|---|---|
| No mapped machine | The button Agent not installed - fix mapping. |
| No matching instruction | No matching playbook in the RemediateDesk column. The ticket is left alone. |
| The AI found nothing to fix | Nothing to fix found |
| The AI could not go further | Needs a technician |
| Work under way | Session in progress |
| Finished and checked | Session resolved |
You can always start work yourself. Press Chat on a mapped ticket and the ticket's own conversation opens with the machine behind it.
What a session does and does not do
A session is held to the same rules as a message you type. A machine set to Ask for everything still waits for you on every step, and a step on your never-allowed list never runs. The ticket trigger grants no extra trust.
When something waits for a person, a short internal note is added to the ticket so a colleague who opens it in Autotask can see why it is parked.