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.

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Prerequisites

• Access to the DuploCloud AI Suite

• An authenticated user account

• At least one agent, scope, and skill configured in the system

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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

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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

Click generic-agent to select it.

Step 3 — generic-agent selected

The agent determines which AI model handles your ticket. Different agents may have different specializations, tools, and capabilities.

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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

Click full-admin-token to select it.

Step 5 — full-admin-token selected

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).

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Step 4 — Open Advanced Options

Click Advanced Options to expand the advanced configuration section, as highlighted below.

Step 6 — Advanced Options expanded

This reveals two additional settings: Personas and Non Interactive.

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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

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.

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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

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.

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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

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Step 8 — Submit: Create Ticket

Click the Create Ticket button, highlighted below, to submit the form.

Step 10 — Create Ticket button highlighted

The system processes the request and redirects you to the ticket detail page.

Step 11 — Ticket page after creation

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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.

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Ticket Details

The Ticket Details heading (highlighted) marks the start of the sidebar that summarises all ticket metadata.

Ticket Details heading highlighted

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Status

The STATUS field (highlighted) shows the current state of the ticket — Open, In Progress, Resolved, or Closed.

STATUS field highlighted

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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

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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

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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

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Priority

The PRIORITY field (highlighted) indicates the urgency level of the ticket — Low, Medium, High, or Critical.

PRIORITY field highlighted

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Ticket ID

The TICKET ID field (highlighted) is the unique identifier for the ticket in the format <WORKSPACE>-<NUMBER> (e.g., AIFULLINTERNAL-45). Use this ID to reference the ticket in logs, reports, or support conversations.

TICKET ID field highlighted

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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

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Command Permissions

The Command Permissions section (highlighted) controls what system commands the agent is allowed to execute during this ticket.

Command Permissions section highlighted

Clicking it opens the Command Execution Permission Settings modal shown below.

Command Permissions modal

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

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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

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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

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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

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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

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Playwright Test

tests/ticket-create.spec.ts

npx playwright test ticket-create.spec.ts --project=chromium --timeout=300000