AI Resolution Summary

The AI Resolution Summary processor creates a structured wrap-up note when a ticket is resolved or closed. It reviews the full ticket history and posts an internal note to ConnectWise summarizing how the issue was resolved.

What It Does

When a ticket moves to a resolved or closed status, this processor:

• Reviews the full ticket history including triage notes, internal notes, and time entries.
• Generates a concise resolution summary.
• Captures how the resolution compared to initial expectations.
• Applies tags for reporting (e.g., recurring issue, user error, vendor escalation).
• Posts the summary as an internal note on the ConnectWise ticket.

The resolution note is only visible to your team -- it is not shared with end users.

Where It Appears

• Ticket detail view -- A "Resolution" card shows the summary and what changed from the initial triage.
• Signal list -- A green check icon indicates a resolution summary has been generated.

When to Use It

Enable this processor when you want automated documentation of how tickets were resolved. It is useful for:

• Building a knowledge base of resolution patterns
• Identifying recurring issues across clients
• Tracking service quality trends
• Reducing manual note-taking at ticket closure

Details

• Phase: Resolution
• Runs on: Ticket status changes to resolved or closed
• Default State: Disabled
• Prerequisite: ConnectWise integration must be active