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Ticket Summary

The "Ticket Summary" action generates concise summaries of PSA tickets. It can produce either a resolution-focused summary or a general overview of the ticket's history and content.

Why is it useful?

This action helps you quickly grasp the essence of a ticket, whether you need to understand its resolution or get a quick overview of a lengthy ticket. It's particularly useful for:

  • Populating resolution fields in your PSA (especially for Autotask).
  • Creating internal notes that summarize complex tickets.
  • Quickly understanding the history and outcome of a ticket without reading through all notes and time entries.
info

This action is available only as a Triggered action in a workflow. Let us know if you'd like to use it as a Scheduled one.

What It Does​

  • Analyzes a PSA ticket to generate a summary.
  • Can generate two types of summaries:
    • Resolution Summary: Focuses on the steps taken to resolve the issue, suitable for populating resolution fields or notes.
    • General Summary: Provides a broader overview of the ticket's content and history.
  • For Autotask, the Resolution Summary can directly populate the ticket's resolution field.
  • The generated summaries are based on AI analysis of the ticket's information, including notes and time entries, which are pre-calculated and stored.

How It Works​

The action's behavior depends on the selected "Type of summary to generate":

1. Input Data​

The action takes a single PSA ticket as input (passed as default_data from a trigger or previous action) and a configuration specifying the type of summary needed.

2. Summary Generation​

  • If "Type of summary to generate" is "Resolution":
    • Neo retrieves a pre-analyzed AI-generated issue description and resolution steps for the ticket. This information is typically computed when ticket data is ingested or updated.
    • For Autotask PSA, it prepares an update to populate the ticket's standard resolution field with the AI-generated resolution.
    • For ConnectWise PSA, this summary can be used by a subsequent "Add Ticket Note" action (configured with the resolution flag) to document the resolution, as ConnectWise does not have a dedicated resolution text field like Autotask.
  • If "Type of summary to generate" is "General Summary":
    • Neo retrieves a pre-analyzed AI-generated general summary of the ticket, along with the AI issue and resolution steps.

3. Output Structure​

The action outputs the generated summary in a message format suitable for internal notes and provides field updates if applicable (e.g., for Autotask resolution).

Configuration Fields​

When you add the "Ticket Summary" action to a workflow, you'll configure the following:

type_of_summary_to_generate​

Specifies the kind of summary you want Neo to generate.

  • Resolution: (Default) Generates a summary focused on the ticket's resolution. Ideal for understanding how an issue was fixed or for populating resolution fields in your PSA.
  • General Summary: Generates a broader overview of the ticket, including its history and key points from notes and time entries. Useful for quickly understanding a ticket's context.

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

default_messages_for_msp​

A list of messages containing the generated summary. This is suitable for use in actions like "Add Ticket Note" to record the summary internally. Each message object corresponds to the processed ticket.

default_fields_to_update​

A list of field update objects. For Autotask tickets, when "Resolution" summary type is selected, this list will typically include an update for the ticket's resolution field. This can be used by the "Update Ticket Fields" action. For ConnectWise, this field is generally not populated by this action for resolution summaries.

default_messages_for_dashboard​

A list of strings, where each string is a summary of the action performed, intended for display in the Neo Dashboard Event History.

Use Cases​

1. Populate Resolution on Ticket Closure (Autotask)​

  • Trigger: Ticket status changes to "Closed".
  • Action: "Ticket Summary" with type_of_summary_to_generate set to "Resolution".
  • Next Action: "Update Ticket Fields" to apply the default_fields_to_update (which will contain the resolution for Autotask).
  • Goal: Automatically populate the resolution field in Autotask when a ticket is closed.

2. Add Resolution Note on Ticket Closure (ConnectWise)​

  • Trigger: Ticket status changes to "Closed".
  • Action: "Ticket Summary" with type_of_summary_to_generate set to "Resolution".
  • Next Action: "Add Ticket Note" using default_messages_for_msp from the "Ticket Summary" action, ensuring the note is marked as a resolution note in ConnectWise.
  • Goal: Add a formal resolution note to ConnectWise tickets upon closure.

3. Get a Quick Overview of a Complex Ticket​

  • Trigger: A manual trigger or when a ticket is assigned to a new technician.
  • Action: "Ticket Summary" with type_of_summary_to_generate set to "General Summary".
  • Next Action: "Add Ticket Note" to append the general summary for the technician's review.
  • Goal: Provide a quick understanding of a ticket with extensive history.

Best Practices​

  • Pre-computed Summaries: This action relies on AI summaries that are typically pre-computed and stored by Neo.
  • Choose the Right Summary Type: Select "Resolution" when you need a concise statement of how the issue was fixed. Use "General Summary" for a broader understanding of the ticket's lifecycle and key communications.
  • Autotask vs. ConnectWise:
    • For Autotask, the "Resolution" summary can directly update the resolution field via the default_fields_to_update output and an "Update Ticket Fields" action.
    • For ConnectWise, use the default_messages_for_msp output with an "Add Ticket Note" action (configured appropriately as a resolution note) to document the resolution.
  • Review Event History: Check the Event History in the Neo Dashboard to see the summaries generated and ensure they meet your expectations.