| When | Ticket | Subject | Lang | AI proposal | Conf. | Final template | Outcome | Decided by |
|---|
Pending review
Technician corrections the ITSE team flagged as worth teaching. Draft a rule from one, edit its keywords, then confirm.
Add a rule
Describe the rule in your own words — which tickets it applies to and which template they belong to. The AI writes it up, picks a subject and suggests keywords for you to check.
Rules
Advanced — edit rules.md directly
The only way to change templates and excludes. Saving replaces the whole file; it is validated before it is written.
Active configuration
Template corrections
The AI proposed the wrong template and a technician corrected it. Read the ticket and the note, then flag the ones worth turning into a rule — they appear in the Rules tab for authoring.
Template gaps
Tickets no configured template fits. Creating or widening the template is a manual job in ServiceDesk Plus; track it here.
Actions per day
Confidence of AI proposals
Applied templates
Automatic dispatch
Let Octavia set the template without review when it is confident enough. Anything below the threshold still waits for a technician in the Review tab — nothing is written to ServiceDesk Plus until someone approves it.
AI backend
The model that classifies tickets. Changes are tested with a sample classification before they are saved, and apply immediately.