# Tickets This document explains how to create a new ticket in the DuploCloud AI Suite HelpDesk, configure the agent, scope, and skills, and interact with the AI agent on the resulting ticket page. *** ## Prerequisites * Access to the DuploCloud AI Suite * An authenticated user account * At least one agent, scope, and skill configured in the system *** ## Step 1 — Navigate to Add Ticket Go to **HelpDesk** in the left-hand navigation and click **Add Ticket**, or navigate directly to the add ticket URL. The **Create a new ticket** form appears with fields for Select Agent, Select Scopes, and Advanced Options. ![Step 1 — Add Ticket page](/files/za7EVfD7y96NX1uF2o7m) *** ## Step 2 — Select an Agent Click the **Select Agent** button. A dropdown list appears showing all available AI agents. The option to select is highlighted below. ![Step 2 — Agent dropdown with generic-agent highlighted](/files/I7QyebP8fyRanRip983P) Click **generic-agent** to select it. ![Step 3 — generic-agent selected](/files/I1erQVDTpCkYwAtGnahO) The **agent** determines which AI model handles your ticket. Different agents may have different specializations, tools, and capabilities. *** ## Step 3 — Select a Scope Click the **Select Scopes** button. A dropdown appears showing all scopes your account has access to. The option to select is highlighted below. ![Step 4 — Scope dropdown with full-admin-token highlighted](/files/pj13Ysb6MEyX9KpOwdv8) Click **full-admin-token** to select it. ![Step 5 — full-admin-token selected](/files/3s7mRlW7oUahd8bgLezI) A **scope** defines the set of credentials and permissions the agent will use when executing actions on your behalf (e.g., querying AWS, accessing Kubernetes clusters, calling APIs). *** ## Step 4 — Open Advanced Options Click **Advanced Options** to expand the advanced configuration section, as highlighted below. ![Step 6 — Advanced Options expanded](/files/x2GpYHFw4hgRj7T4uf5X) This reveals two additional settings: **Personas** and **Non Interactive**. *** ## Step 5 — Select All Personas In the **Personas** section check all personas you want the agent to use. The personas selection is highlighted below. ![Step 7 — Personas section highlighted](/files/PLdTwXj8ZScVPXfwuSl3) **Personas** control which specialized knowledge modules the agent can invoke. For example, the `devops` persona enables CI/CD and Kubernetes guidance, while `GCP-troubleshooting` enables GCP-specific diagnostics. *** ## Step 6 — Non Interactive Option (Optional) The **Non Interactive** option is highlighted below. Leave it **unchecked** for a standard interactive session. ![Step 8 — Non Interactive option highlighted](/files/G7HcyKMztVmhX2dIyiHO) > **Note:** Enabling **Non Interactive** causes the agent to run autonomously end-to-end without pausing for user input. Useful for fully automated workflows — leave unchecked for normal conversational use. *** ## Step 7 — Enter Your Question Click in the text area and type your question or task description. The textarea is highlighted below. ![Step 9 — Question textarea highlighted](/files/vqxNJfxGd0xZ92qCa4nO) *** ## Step 8 — Submit: Create Ticket Click the **Create Ticket** button, highlighted below, to submit the form. ![Step 10 — Create Ticket button highlighted](/files/SxAj2iBKHMv9Q6cFE1FM) The system processes the request and redirects you to the ticket detail page. ![Step 11 — Ticket page after creation](/files/Pwuicd5X97sAuKlAuh6P) *** ## Ticket Page — Feature Overview After creating a ticket you land on the ticket detail page. The page has an **Activity Feed** on the left for the conversation with the agent, and a **Ticket Details** sidebar on the right showing metadata. *** ### Ticket Details The **Ticket Details** heading (highlighted) marks the start of the sidebar that summarises all ticket metadata. ![Ticket Details heading highlighted](/files/TCErDC8vYbu8s4Y8lwgp) *** ### Status The **STATUS** field (highlighted) shows the current state of the ticket — `Open`, `In Progress`, `Resolved`, or `Closed`. ![STATUS field highlighted](/files/78ip4SEFdk0OBiJ1e8qt) *** ### Total Cost The **TOTAL COST** field (highlighted) shows the cumulative token/compute cost consumed by the AI agent for this ticket. ![TOTAL COST field highlighted](/files/D3ogsfavvpCqjW4LzVIC) *** ### Scopes The **SCOPES** field (highlighted) lists the credential scope(s) attached to this ticket (e.g., `full-admin-token`). The agent uses these credentials when executing actions on your behalf. ![SCOPES field highlighted](/files/V9fGuy22GmULhxGJe8bv) *** ### Personas The **PERSONAS** field (highlighted) lists the persona modules active for this ticket (e.g., `devops`, `GCP-troubleshooting`, `GCP-IAC`). These control which specialized knowledge the agent can draw upon. ![PERSONAS field highlighted](/files/po8tRH1D90V0rst50Pj7) *** ### Priority The **PRIORITY** field (highlighted) indicates the urgency level of the ticket — `Low`, `Medium`, `High`, or `Critical`. ![PRIORITY field highlighted](/files/T9pqJXai1Nh7XAd1jU5x) *** ### Ticket ID The **TICKET ID** field (highlighted) is the unique identifier for the ticket in the format `-` (e.g., `AIFULLINTERNAL-45`). Use this ID to reference the ticket in logs, reports, or support conversations. ![TICKET ID field highlighted](/files/7JxNUEOcJFn6blC7zNMv) *** ### Ticket Secret The **Ticket Secret** section (highlighted) displays a secret token associated with this ticket. This token can be used by external systems or webhooks to authenticate callbacks and API calls scoped to this specific ticket. ![Ticket Secret section highlighted](/files/3N1qd3xju92DYoiLsjqt) *** ### Command Permissions The **Command Permissions** section (highlighted) controls what system commands the agent is allowed to execute during this ticket. ![Command Permissions section highlighted](/files/etX2e6dAGyTC5nrkmozb) Clicking it opens the **Command Execution Permission Settings** modal shown below. ![Command Permissions modal](/files/3c62w1b4JljyDrHfNrX6) Inside the modal you can: * **Approve All** — allow all commands the agent wants to run * **Reject All** — deny all command execution * **Add pattern for auto-approval** — any command matching the pattern is automatically approved * **Add pattern for auto-rejection** — any command matching the pattern is always blocked *** ### Context Files The **Context Files** section (highlighted) allows you to attach files such as Kubernetes manifests, CI configs, or logs. The agent reads these as additional context when answering your question or executing tasks. ![Context Files section highlighted](/files/ss44lBPhwWQBjJZ9X0qu) *** ### Reports The **Reports** section (highlighted) shows any structured reports or outputs generated by the agent during this ticket, such as audit summaries, cost breakdowns, or diagnostic results. ![Reports section highlighted](/files/KEv03QGd0o8DFeicUmZ6) *** ### Feedback List The **Feedback List** section (highlighted) lets you rate and comment on the agent's responses. Feedback is logged and visible to administrators for quality review and model improvement. ![Feedback List section highlighted](/files/fGOiewqAUtXl4g5EVGlO) *** ### Activity Feed The **Activity Feed** on the left is where the conversation with the agent takes place. Your original question appears at the top, and the agent streams its response below it in real time. ![Activity feed with agent response](/files/IBUOw72dv8UJvyKsSoPy) *** ## Playwright Test ``` tests/ticket-create.spec.ts ``` ```bash npx playwright test ticket-create.spec.ts --project=chromium --timeout=300000 ``` --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.duplocloud.com/docs/armor/tickets.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.