Description Updater

The Description Updater rewrites the ticket description as new messages and internal notes arrive, keeping it current with the latest information.

What It Does

When a signal is updated with new messages or notes, the processor collects the original description, recent messages, and internal notes, then produces a rewritten description that incorporates all relevant details.

The updated description follows these rules:

• Written in third person ("User reports..." not "I am having...").
• Problem statement comes first, followed by troubleshooting steps and findings.
• Specific error messages and technical details are preserved verbatim.
• No greetings, signatures, or conversational filler.

Example Output

{
  "description": "User reports Outlook stops syncing on desktop while mobile client works normally. Safe Mode launch and update checks were attempted with no improvement. The OST file has been renamed and Outlook is rebuilding the cache.",
  "changes_incorporated": [
    "Added troubleshooting steps from technician notes",
    "Updated status to reflect OST rebuild in progress"
  ]
}

When to Use It

This processor is disabled by default because it modifies the ticket description directly. Enable it when ticket descriptions become stale quickly and technicians spend time reading through message threads to understand the current state. Particularly helpful for long-running tickets with many updates.

Details

• Phase: Continuous
• Runs on: Updated signals
• Default State: Disabled