Configure ticket automation in SuperIT

Settings → Ticket automation controls what SuperIT does on its own with incoming tickets from your PSA (your ticketing system), the Level 0 agent use of SuperIT: whether it analyses tickets, triages them, investigates them on the device, contacts the end user, where it writes the results, and which ticket fields it must leave alone. It has two tabs: Automation settings and Custom triage instructions. For how ticket automation fits with the copilot and self-service uses of SuperIT, see How SuperIT works.

Before you begin

• You need the Admin role. Engineers and Users do not see Ticket automation.
• Connect a PSA. See PSA overview.
• On a managed team, Custom triage instructions is hidden: it is set once on the service provider team and applies to every managed team. Each managed team has its own Automation settings. See Teams and users.

Automation presets

An automation preset is a named set of ticket automation settings. Each team (and each ConnectWise board with its own settings) has one preset, chosen under Settings → Ticket automation → Automation settings → Agent autonomy.

New teams start on Balanced. In Full and Balanced, all three status categories (New, Open, Closed) are included.

A sensible rollout is to start on Balanced and review SuperIT's notes in SuperIT, then use Custom to post notes to the PSA as internal notes, and then let triage update PSA ticket fields once you trust the results.

Step 1: Map your PSA statuses

1. On the service provider team, go to Settings → Ticket automation → Custom triage instructions.
2. Open the Status tab (for Autotask and Accelo, the Status instructions table is on the same page as AI Instructions).
3. For each PSA status, choose a Category:
   • New: the ticket has not been worked yet.
   • Open: the ticket is being worked or waiting.
   • Closed: the ticket is finished, cancelled, merged or a duplicate.
4. Optionally, add AI instructions for a status to tell SuperIT when to choose it.

A status left as Uncategorized blocks automatic runs for tickets in that status. If the table says "No statuses synced yet. Sync reference data to populate this table.", sync reference data from the PSA connection first.

Step 2: Choose an autonomy preset

1. Go to Settings → Ticket automation → Automation settings.
2. Under Agent autonomy, choose a preset. Changes save as soon as you make them. See Automation presets for what each one does.

Switching from Custom to another preset after you have edited settings asks you to confirm: Discard and switch or Keep custom.

Step 3: Adjust individual settings (optional)

Each setting below is a toggle. Turning one on shows its options.

Automatic analysis

"Analyze new and updated tickets without an engineer starting a run."

• Ticket statuses to include: only tickets in these status categories are analysed.
• Re-analyze when tickets change: re-run analysis when the summary, description, priority or notes change.
  • Minimum wait between re-runs (hours): default 24.
• Insight generation: "Surface patterns and recommendations from analyzed tickets."
  • Scheduled insight digests: "Send periodic digests of new insights."
  • Email insight notifications: "Email the team when new insights are created."
• Knowledge base curation: "Turn analyzed ticket knowledge into KB articles."
  • Scheduled KB updates: "Run KB curation on a schedule."
  • Publish new articles automatically: "Publish curated articles immediately instead of saving as drafts."

Triage

"Suggest category, priority, and routing automatically."

• Ticket statuses to include.
• Triage note location:
  • SuperIT only (default): the triage result stays in SuperIT. Nothing is written to the PSA.
  • PSA internal note: the result is posted as an internal note on the PSA ticket.
  • Update PSA ticket: SuperIT writes the triage fields to the PSA ticket.
• Fields automated triage may not change: fields that triage never writes to the PSA ticket. Applies only with Update PSA ticket. See Fields automated triage may not change.

Investigate

"Investigate root cause automatically after triage."

• Ticket statuses to include.
• Device gathering: "Collect live device data during investigation." Needs the SuperIT RMM agent on the device. See RMM overview.
• Investigation note location: SuperIT only (default) or PSA internal note.

During an automatic investigation, nobody is in the chat to approve commands. SuperIT runs only commands your command policies allow and leaves out commands that need approval.

This is different from an investigation an engineer starts in a chat, where someone can approve each round of commands.

Recommended workflow actions

After an investigation, SuperIT can recommend one of your published workflow actions, with the inputs it found. The recommendation appears in the ticket's Recommended actions panel as Run workflow, and an Engineer or Admin runs it with the Run workflow button.

To let an action run without waiting for an engineer, switch on Run automatically in the action's Approvals step. The action then runs when an investigation recommends it and resolves every required input. It's requested on behalf of the ticket's contact, who must be linked to a SuperIT user, and the action's authorization policy still applies: a run that needs approval waits for its approver. See Run from a ticket investigation.

End-user chat

"Contact end-user via external note on PSA ticket."

• Ticket statuses to include: only tickets in these statuses get notes the end user can see.
• End-user resolution apply mode:
  • Display only (default): the invitation is shown in SuperIT only. Nothing customer-facing is written.
  • PSA public note: the invitation is also posted as a customer-facing note on the PSA ticket, so the end user receives it through the PSA's own notifications.

End-user chat runs only when the ticket's contact is linked to a SuperIT user in the team. See Check each end user's ticket, identity and device links.

End users are never asked to approve a command. In an end-user chat, a command that needs approval is denied automatically; if SuperIT can't fix the issue without it, it hands the ticket to your engineers with a summary.

Select board (ConnectWise)

With ConnectWise, a Select board control appears at the top. All boards is the team setting. Choose a board to give it its own settings:

• "Currently inheriting from All boards. Changes will create a configuration for this board."
• Reset to inherit from All boards removes the board's own settings.
• Apply to all boards copies this board's settings to All boards.

Only boards synced by the connection's board filter are listed.

Step 4: Add custom triage instructions (optional)

On the service provider team, Settings → Ticket automation → Custom triage instructions holds instructions for the primary PSA connection. The tabs depend on the PSA:

• AI Instructions: "General instructions for how the AI should handle tickets from this connection — categories, priorities, workflows, etc." Select Save instructions.
• Status: the status category and AI instructions for each status (see Step 1).
• Types, subtypes & items (ConnectWise): instructions per type, subtype and item.
• Ticket types (Halo): the Custom field catalog synced from Halo, which SuperIT uses to fill required fields.
• Priorities: "Tell the AI when to reach for each … priority."
• Agreements: "Tell the AI when each agreement applies, and switch off placeholder rows it should never pick." Each row has AI instructions and an AI enabled switch.

If a tab says nothing has synced yet, sync reference data from the PSA connection.

For facts about one customer, such as their standard hardware or who to escalate to, use Team Context instead. See AI assistant settings.

Fields automated triage may not change

Fields automated triage may not change lists the ticket fields that SuperIT's automated triage must never write to the PSA ticket, for example to stop triage rewriting ticket titles (Summary) or moving tickets between boards.

Where it is: Settings → Ticket automation → Automation settings, in the Triage section, under Triage note location. With ConnectWise, set it for All boards or for one board under Select board.

When it applies: only when Triage note location is Update PSA ticket, the only mode in which triage writes fields to the PSA. With SuperIT only or PSA internal note, nothing is written to ticket fields, so the field is disabled and shows "Only applies when triage updates the PSA ticket."

What you can block: Status, Priority, Impact, Urgency, Board or queue, Ticket type, Category, Type, Subtype, Item, Source, Agreement, Summary and Description. Leave it empty ("None, triage may change any field") to let triage change any field.

Linked fields are blocked together:

• Blocking Priority also blocks Impact and Urgency, because some PSAs derive priority from them.
• Blocking Type also blocks Subtype and Item. Blocking Subtype also blocks Item.
• Blocking Status stops triage changing the status even if a status instruction in Custom triage instructions says to.

To block fields:

1. Go to Settings → Ticket automation → Automation settings.
2. Turn on Triage and set Triage note location to Update PSA ticket.
3. Under Fields automated triage may not change, select the fields.

A ConnectWise board with its own settings keeps its own list. The All boards list does not apply to it, and the page names those boards: "These boards have their own configuration and keep their own blocked fields: …".

Apply blocked fields to managed teams

Each managed team has its own list, set in that team's Automation settings. A managed team does not inherit the service provider team's list, and a newly linked managed team starts with no fields blocked. To set the same list on many customers at once, push it from the service provider team:

1. On the service provider team, go to Settings → Ticket automation → Automation settings, with All boards selected if you use ConnectWise.
2. Set Fields automated triage may not change.
3. At the bottom of the settings, select Apply to managed teams…. You need the Admin role on the service provider team. The button isn't shown on a managed team or when a single ConnectWise board is selected.
4. In Apply blocked fields to managed teams, choose the managed teams. The list shows the managed teams linked to your primary PSA connection, and you can choose up to 20 per push.
5. Read the warning and select Apply.

The push replaces each chosen team's list with yours, including the lists on any board overrides in those teams, so it can remove restrictions a team has today. The dialog says how many board overrides will be overwritten. When it finishes, it shows a result for each team. A failed team is left unchanged and can be pushed again. SuperIT keeps an audit record of each change, with the before and after lists.

Teams you link later, and teams you leave out of a push, keep their own list until you push again or change it on that team.

Verify it worked

• Open a ticket in a status with a category. After the next sync or webhook, the ticket shows SuperIT's triage result.
• With Update PSA ticket or PSA internal note, check the ticket in your PSA for the change or note.

If something goes wrong

• Nothing happens on new tickets: check that the ticket's PSA status has a category (Step 1), that the preset is not None, and that the ticket's status category is in Ticket statuses to include.
• Triage changed a field you did not want changed: add it to Fields automated triage may not change on the team the ticket belongs to (or on its ConnectWise board, if the board has its own settings), or set Triage note location to PSA internal note. To fix many customers at once, use Apply to managed teams….
• A board is missing from Select board: widen the board filter on the ConnectWise connection.

Related

• Autonomy and approvals
• Set up SuperIT for your MSP
• Command policies and approvals
• How sync works
• AI assistant settings
• Run and schedule workflow actions