Intelligent Tickets
Structured incident management with AI-assisted triage and approval gates
OrcaMonitor's ticketing system is purpose-built for infrastructure operations — auto-generated from correlated alerts, enriched with device context, and AI-analyzed for remediation recommendations before a human ever touches them.
Unlike generic helpdesk tools, OrcaMonitor tickets carry deep infrastructure context: the originating device, alert chain, configuration state at incident time, AI confidence scores, and full approval + execution history. Every ticket is an auditable record of an incident lifecycle.
Key Features
What Intelligent Tickets does for your team
Auto-Generation from Alerts
Correlated alert clusters automatically produce structured tickets with populated device, severity, and description fields — no manual ticket creation required.
AI Analysis on Open
As soon as a ticket opens, an AI agent runs background analysis against device history, similar incidents, and knowledge base articles to generate a remediation proposal.
Approval-Gated Actions
Any AI-proposed remediation must be explicitly approved by an authorized operator before execution. Approvals are logged with timestamp and identity.
Linked Evidence
Each ticket links to originating alerts, correlated events, device health snapshots, and any KB articles matched by the AI engine.
SLA Tracking
Define SLA policies per severity level. Track time-to-acknowledge, time-to-resolve, and escalation breaches with per-ticket and aggregate reporting.
Knowledge Base Integration
Resolved tickets can be promoted to KB articles with one click. Future incidents on similar devices or symptoms surface the linked KB entry automatically.
Platform Capabilities
- Custom ticket fields and category taxonomies
- Assignment rules and round-robin distribution
- Bulk ticket operations (close, reassign, tag)
- Ticket merge for duplicate incidents
- Full edit history with field-level audit trail
- Email-to-ticket support for external alert sources
Deployment
Ticket data, AI analysis results, and audit records are stored in your dedicated cloud database. No incident data is shared with external services.
Related Modules
See every module, pricing tier, and deployment option on the OrcaMonitor overview.