1. OPEN: Ticket is created manually, via AI Diagnostics, or automatically by agent events.
SLA starts: Critical 1h, High 4h, Medium 8h, Low 24h.
2. IN PROGRESS: An agent picks it up or AI starts a fix. Status updates automatically while commands run.
3. RESOLVED: The fix was applied. AI fixes auto-resolve with command output; manual fixes are logged.
4. CLOSED: Confirmed resolved with no further action needed.
Ticket sources
Manual: Created by a team member from Tickets.
AI Diagnostics: Created when Fix This is clicked.
Agent Auto: Created when the agent detects an issue (coming in a future release).