Nothing happened on a ticket
A quiet ticket is almost always one of five things, and the Tickets page tells you which.
Read the RemediateDesk column first
| It says | What to do |
|---|---|
| Agent not installed - fix mapping | The ticket's asset is not linked to a machine. Fix the mapping. |
| No matching playbook | Nothing matched the problem. Write an instruction for it, or press Chat and work it yourself. |
| Nothing to fix found | The AI looked and found nothing wrong to fix. The note on the ticket says what it checked. |
| Needs a technician | The AI stopped. Open the ticket and read why. |
| Nothing at all | The ticket may not have reached RemediateDesk. Press Sync now. |
If the ticket is not in the list
Press Sync now. Then check the Open / closed config tab: a ticket whose status is in neither the open nor the closed list is left out of both views. Also confirm Autotask is still connected under Apps.
If it is mapped but still did not start
An instruction only starts a session when it is switched on, is written for the machine's operating system, and its description fits the ticket. The match errs on the side of no. Compare the ticket with the instruction's ticket description: if the description names a specific machine or article number, it is too narrow, and rewriting it in general terms usually fixes the match.
Also check the instruction was not switched off by repeated failures. Three failures in a row turn an instruction off, and the editor shows a banner when that has happened. The Unmapped and Check mappings tabs on the Notifications page list mapping problems.
Start it yourself
On any mapped ticket, Chat opens the conversation and queues the request. Nothing is lost by starting it by hand.