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