Raising tickets and repairs
New ticket on Tickets and New repair on Repairs open a composer: a writing area at the top and a row of chips underneath for everything else. Type what happened the way you would say it, and the composer fills in what it can work out.
For example, typing sam smith walked in and requested help with laptop, reset password into the ticket composer fills in Sam Smith as the requester, Walk-in, your desk location, the Access category with Password reset, a priority, Sam’s laptop, and switches on Resolved on the spot.
What autofill fills in
Section titled “What autofill fills in”The composer reads the text after you pause typing for a moment. Changes to case, spacing or a trailing full stop do not count as a change.
On a ticket:
| Chip | Filled from |
|---|---|
| How it arrived | Words like walked in, came to the desk or dropped by (Walk-in); rang, phoned or called (Via phone); emailed (Via email) |
| Requester | A whole name that matches one person in the directory |
| Location | For a walk-in, your desk location (see below) |
| Category and Priority | The school’s triage rules, where a rule decides |
| Device | A serial number in the text, or the requester’s only device of the kind you named |
| Resolved on the spot | Wording that says the work was already done (see below) |
On a repair: the Person, the Serial, the Repair type from the fault you describe, and a priority. A Loan device is only ever offered, never chosen for you, because a loan is a device in somebody’s hand.
The requester and the device are looked up as you, so the composer only finds people and devices you could find yourself in search, on your campus and desk.
Rules and AI
Section titled “Rules and AI”Two things can fill a chip:
- Rules run on every school, with or without a model. They are either sure or they say nothing. A chip they fill shows a small spark after the value.
- AI runs only when the school’s AI is on, and only for what the rules left open: the category, the priority, the queue, whether the work is already done, a repair type and whether a loan is needed. A chip a model fills shows a small AI label.
Screen readers describe a filled chip as “Filled from what you typed” or “Filled by AI from what you typed”.
Never over what you set
Section titled “Never over what you set”A chip you set or clear by hand is yours for the rest of the draft. Autofill does not touch it again, and it never restores a value it overwrote. A requester chosen by opening the composer from a person’s page counts as set by you.
Offers on empty chips
Section titled “Offers on empty chips”When the composer has an answer it is not sure enough to use, it offers it instead. The empty chip gets a dashed edge with the offer beside its label, and opening the chip shows a Use row at the top of its tray. Nothing happens until you take it. You see an offer when:
- two people in the directory have the name you typed. The composer never guesses between them; each row shows what tells them apart, such as their year and tutor group;
- the school’s AI is in Suggest mode, so a model’s answer is offered and marked AI;
- a repair sounds like it needs a loan (“Sounds like they need a loan”, or a model’s “Might need a loan”). The offer names an available loan where there is one.
On a school where a model has earned Auto, its answer fills the chip only when it gives the same answer twice in a row, and the chip is marked AI.
While anything is filled in, the start of the footer says what, for example “Filled Sam Smith, Walk-in, ICT office and 4 more”. Press Undo to put every filled chip back the way it was. Those chips are then yours, and autofill leaves them alone. A screen reader announces each batch of fills as it lands.
Your desk location
Section titled “Your desk location”A walk-in happened where you work, so the composer fills Location with your desk location. Until you save one, it uses the place most of your recent walk-ins were logged.
Set it from the Location chip: type the place and choose Save as my desk location. You can also set it under Account, Preferences, Your desk location. Both places save the same setting, which belongs to you, not the school.
Resolved on the spot
Section titled “Resolved on the spot”For a ticket you dealt with while the person was in front of you, switch on Resolved on the spot under the chips. Raise ticket then raises the ticket and resolves it in one step, and the finish says “Ticket #40 raised and resolved”.
- It switches on by itself when the rules read a clear statement that the work is done: an action in the past tense in a clause of its own, with nothing after it saying more is needed. It shows why, for example “Sounds done: password reset during the visit”. A bare “Reset password” reads as a request, so it stays off. Turn it off if the rules got it wrong.
- A model can offer it when the rules are unsure: “Might be done:” with the reason and Turn on. It is marked AI and stays off until you press Turn on.
- It needs
ticket.update. Without that permission the switch is not shown and every ticket you raise stays open. - The reason is kept as an internal note on the ticket. The requester gets only the usual acknowledgement.
- If the resolve fails after the ticket is raised, the ticket stays open and the finish says why.
Resolved on the spot uses the desk’s normal resolve, so the ticket is Resolved, not Closed. It does not ask for time, even when your school asks for time before resolving on the ticket page; log time on the ticket afterwards if you need to.
Polishing your wording
Section titled “Polishing your wording”When the school’s AI can answer, a row under the text offers to tidy a casual note into a clear subject and description. It keeps names and facts and adds nothing.
- Polish wording is a switch, remembered for you. With it on, the composer rewrites your note when you pause, and once more at Raise ticket or Create repair if the text changed since the last rewrite.
- With the switch off, Polish now does it once.
- A rewrite never lands while you are typing. It waits as “Polished version ready” with Use it, and goes in when you leave the text.
- After a rewrite, Show original puts your own words back, and Use polished swaps again.
- A note typed all into the subject comes back as a subject and a description.
With no model available, the row is not shown.
@-mentions
Section titled “@-mentions”Type @ at the start of a word to mention someone or something. It works in the ticket’s subject and details, the repair’s reason, and the reply box on a ticket. Type at least two characters; the list shows up to five each of People, Devices, Tickets and Repairs you can find in search. Up and Down move through it, Enter or Tab picks, and Escape closes it without closing the dialog. An @ inside a word, such as an email address, does not open it.
What you type decides which group comes first. A number, with or without #,
puts Tickets first; R- and a number puts Repairs first; letters
mixed with digits put Devices first. For a number, a person or device is
listed only when one of its own identifiers, such as a school ID, starts with
it.
A pick puts a plain token in your text: @Riley Brooks for a person, the
serial for a device, #1432 for a ticket and R-160 for a repair.
What a pick fills
Section titled “What a pick fills”| You mention | Raising a ticket | Raising a repair |
|---|---|---|
| A person | Fills Requester | Fills Person |
| A device | Fills Device | Fills Serial |
| A ticket | Becomes a related ticket | Stays a link in the text |
| A repair | Becomes the linked repair | Stays a link in the text |
A pick fills a chip only when it is empty or holds a value autofill put there. It never overwrites a value you set. The chip then counts as yours, so autofill and Undo leave it alone.
Mentioned tickets and repairs gather in a Linked chip on the ticket you are raising,
where you can drop any of them before raising. They are linked once the ticket
exists, which needs ticket.update. If a link does not take, the finish names
it and the ticket is raised anyway.
On the ticket and repair pages, a mention shows as a link only for someone who can open that record. Everybody else sees the words.
In internal notes
Section titled “In internal notes”In an internal note, the list shows Staff first. Mentioning a colleague
notifies them, with a toast and an entry in their notifications that opens at
the note, if they can read it: they hold ticket.view and ticket.internal
and work the ticket’s desk and campus. Your confirmation names who was
notified. Anyone who could not be notified is named under the box, for
example “Jo South was not notified: they cannot see this ticket or its notes.”
In replies to the requester
Section titled “In replies to the requester”In a reply, the list says “Shown to the requester as plain text”. A pick inserts plain words, such as “Riley Brooks” or “#1432”. Nothing is linked and nobody is notified.
Limits
Section titled “Limits”Mentions are saved when the ticket, repair or note is created. Editing a ticket’s description later does not add mentions, and a mention you delete from the text stops showing as a link.
AI settings
Section titled “AI settings”Two features in Admin, AI, under New tickets and repairs, govern the composers. See AI settings for what each mode means.
| Feature | Key | What it does |
|---|---|---|
| Fill in new tickets and repairs | compose.autofill |
A model fills in what the rules cannot. Background work: it is held to the daily background limit and does not count towards the AI allowance |
| Polish wording | compose.polish |
Rewrites a note when a technician asks. It counts towards the AI allowance, because a person asks for it |
The category and priority come through the triage decision (ticket.triage),
the queue through the routing decision (ticket.routing), and a repair’s type
and loan through the repair decisions (repair.outcome), exactly as the rest
of the desk asks them. Each answer reaches you only under the lower of that
feature’s mode and the mode of Fill in new tickets and repairs. In Shadow,
answers are recorded and not shown. A feature your school has never set
follows the platform default: 14 days in Shadow, then Suggest, while the
school’s AI is on.
The queue can be offered; a department never is, because moving a ticket to another department is a transfer. Every answer is recorded against the draft and compared with what you created, which is the evidence a feature needs before it can earn Auto.
The public demo runs rules only.
With AI off
Section titled “With AI off”Everything the rules do keeps working: how it arrived, the requester, the location, triage where a rule decides, the device, a repair’s type, the loan offer, Resolved on the spot, Undo and @-mentions. There are no AI offers or fills, and the polishing row is not shown.
Raising with something missing
Section titled “Raising with something missing”Raise ticket and Create repair stay enabled. Press one with something missing and it says what is needed beside the button, such as “Add a subject to raise”, and the missing chips give a short nudge.
To log several tickets in a row, switch on Create another in the footer. The form keeps the department, how it arrived and the priority, clears what was said, and the footer shows the number you just raised.