Ticket

Controls how the Aisera Platform handles ticket status normalization and knowledge indexing from resolved incidents.

The Settings > Configuration > Ticket section contains tenant-level settings that control how the Aisera Platform processes tickets from your connected ticketing system. These settings affect status filtering and display behavior, and whether resolved ticket content contributes to your knowledge base.

Use Ticket Status Mapping

Type	Checkbox
Default	Enabled

Applies the Aisera Platform's internal status normalization when filtering and displaying tickets from an external ticketing system. When enabled, filtering for Open tickets captures all active tickets regardless of intermediate states like InProgress, Assigned, or Escalated, and displays statuses using the Aisera Platform's standardized labels. Disable this setting when your ticketing system uses custom status values that your filters and display must reflect exactly.

Knowledge from Ticket Resolution

Type	Checkbox
Default	Disabled

Indexes resolution notes from closed and resolved incident tickets, making those notes searchable as suggested answers when users ask similar questions. When enabled, the Aisera Platform indexes the title, description, and resolution of each incident that reaches Closed or Resolved status, using the ticket's dedicated resolution field if present, or the last comment if not. Enable this setting when your organization resolves a significant volume of incidents through your ticketing system and you have not already captured those resolutions in a separate knowledge base.

The Aisera Platform indexes only incident-type tickets. This setting does not affect change, problem, request, or alert ticket types. The Aisera Platform silently skips tickets without a title and at least one comment or a populated resolution field.