Ticket Triage

Tyler

Use the SharePoint procedure library Tyler reads Cydian's SOPs and client reference documents from SharePoint and cites them. Turn on only after the site permission is granted (setup guide §6a).

Tyler's notes are visible to Autotask's own options. Pick the internal-only one.

Note type

Notes posted as Blank = the API user.

Claude model Blank = claude-sonnet-5-5. claude-opus-5-5 is deeper (~2× the cost); claude-haiku-5-5 is far cheaper but shallower.

Effort How hard Tyler thinks per ticket. Higher = better on tricky tickets, costs more.

New-ticket Slack alert channel Channel id, not the #name. Blank = no Slack alert.

Ignore tickets created by Comma separated resource ids or emails — internal bots and automations whose tickets Tyler should not analyse.

Automation

Assign new tickets automatically Off means Tyler still analyses every ticket and writes its note — it just doesn't set an owner. Add resolution steps as an Autotask checklist Creates native checklist items on the ticket. Requiring them before close is a ticket-category setting in Autotask.

Default routing

Email address or Autotask resource id. Used when no rule below matches.

Automated alerts go to

Level 2 tickets go to

Level 1 pool — balanced between these Comma separated. The one holding the fewest open human tickets wins — alerts are excluded from that count.

Junk tickets

Autotask does not allow deleting a ticket through the API, so a junk rule closes it instead and leaves a note saying which rule did it. That is the safer behaviour: if a rule turns out to be too broad, a closed ticket can still be found and reopened.

Close junk tickets as Required before a junk rule will save.

Also move them to (optional)

Rules

Checked in order, before the default routing. The first enabled match wins.

On	Order	Name	Look in	Match	Pattern	Then	Assign to	Test / Run

e.g. Sales Order to route quotes away from the service desk pool, or Look in: Sender + close as junk with spam@example.com (one address) or @example.com (a whole domain) to close mail from that sender. Sender checks the ticket contact's email, the creating contact's, and From: lines at the top of the description. Use Test first. New tickets get rules as they arrive; Run applies a saved rule to the tickets already open — it lists them first and changes nothing until you confirm.

Alert sources already recognised

Matched automatically — you don't need a rule for these.