Skip to main content
The ticket workspace keeps the operational record, reasoning, conversation, and evidence close together. Available tabs vary with your permissions and the ticket’s state.

​
Read the workspace

The title, ticket number, source status, timer, and other actions appear around the workspace. The exact fields depend on the connected PSA and your organization’s mappings.

​
Review an Action Plan

A useful plan should:
  • state the understood request and desired outcome;
  • separate confirmed evidence from assumptions;
  • identify missing information;
  • order the investigation safely;
  • show customer and engineer steps clearly;
  • name the condition for success or escalation.
Regenerate the plan when the ticket changed materially or the existing plan targets the wrong problem. Do not regenerate merely to avoid making a decision; preserve useful evidence from earlier work.

​
Act from Chat

Stay in Ask mode for investigation, drafts, and recommendations. When a write is needed:
  1. switch to Full access;
  2. describe the intended target and result;
  3. inspect any approval request;
  4. verify the resulting ticket activity in Forge or the PSA.

​
Close out responsibly

Before closing:
  • confirm the user-visible outcome;
  • record the resolution and important evidence;
  • send the expected customer update;
  • stop or record time as required;
  • choose the correct mapped PSA status;
  • note any follow-up owner or scheduled check.
Provider-specific fields and unsupported administrative changes still belong in the PSA. If Forge cannot represent a required value, complete and verify that step in the source system.