Tickets
Tickets are the heart of BareNOC — every request, alert, or task becomes a ticket tracked from open to resolution by the Queue Manager, AI Technician, and Human Tech roles.
Lifecycle
flowchart LR
A["Open"] -->|"AI Tech picks up"| B["In Progress"]
B -->|"needs approval / blocked"| C["Escalated"]
C -->|"approved"| B
B -->|"action done — ask customer"| D["Customer Action"]
D -->|"customer confirms / replies"| B
B -->|"ok-to-close"| E["Closed"]
C -->|"human closes"| E
D -->|"human closes"| E
| Status | Meaning | Who moves it |
|---|---|---|
| Open | New, not yet picked up | created by user/alert |
| In Progress | AI Technician working | AI |
| Escalated | Waiting on a human tech (approval, guidance, or failure) | AI |
| Customer Action | Waiting on the customer (feedback, info, or closeout) | AI |
| Closed | Done — by a human, or by the AI on customer confirmation | human / AI |
Closure rule: tickets are closed by a human (tech or customer) or by the AI when the customer confirms the outcome ("ok to close").
Priorities
| Priority | Meaning | Handling |
|---|---|---|
| P1 | Outage — critical service down | Highest; escalated immediately |
| P2 | Major issue, workaround possible | High; fast-tracked |
| P3 | Routine request | Standard queue |
| P4 | Minor / cosmetic | Lowest priority |
Opening a ticket
- Web app: Tickets → New Ticket — title, description, priority, device.
- Chat client: just tell the Queue Manager the problem — it opens a ticket (or appends to the one you're discussing) and confirms with the ticket ID:
- "the internet is down"
- "Please tag production and storage vlans on the interface to 192.0.2.64"
- or explicitly:
/new !P2 internet is down | details
flowchart LR
MSG[Message] -->|"queue/ticket question"| ANS[Queue Manager answers]
MSG -->|"anything else"| TK[New or appended ticket]
TK --> AI[AI Technician]
AI -->|"answers / acts"| FEED[Customer Action — verify]
FEED -->|"confirmed"| CLOSE[Closed]
Tracking
- Chat:
/status TKT-…, "what's the status of TKT-…", or "are there any notes yet?" (about the ticket in context). - Web: the ticket view shows the full conversation (work notes), the action the AI chose, confidence, model, and resolution.
- Queue views: "what tickets are open", "what's escalated", "what needs customer action", "closed tickets".
Approvals & escalations
How much needs a human at all is set per deployment in the Autonomy Policy — autonomous (home) runs approved actions itself; strict (Tier II) puts every write + P1/P2 in the approval queue.
- Actions that need a human (reboots, patches, port changes, anything unusual) move the ticket to Escalated — review and Approve, Retry, or Reject/Close from the ticket view.
- If the AI needs your input, the ticket moves to Customer Action with its question in the thread — reply right there and the AI continues.
AI Technician notes
Every step is recorded in the ticket's work notes with timestamps and actor: processing, llm_response, auto_execute, agent_completed, ai_tech_feedback, escalated, customer_input, completed (close).