AI Ticket Summary Automation - Technical Overview

Workflow Summary

This automation enhances ticket management efficiency by using AI to automatically summarize ConnectWise tickets, providing clear and concise overviews for improved tracking and reporting.

Architecture Overview

flowchart TD
  A[ConnectWise Ticket Created] -->|Raw Ticket Data| B[PowerShell Script]
  B --> C{Process Ticket}
  C -->|Invalid| D[Notify Admin]
  C -->|Valid| E[Generate Summary]
  E --> F[AI Processing]
  F --> G[Update Ticket]
  G --> H[Notify Team]

How It Works

1. Data Collection

• Monitors ConnectWise tickets
• Processes ticket content including:
  • Description
  • Notes
  • Status
  • Priority
  • Time Entries

2. Automation Process

The workflow executes these steps automatically:

Ticket Processing

• Retrieves ticket content
• Extracts key information
• Prepares data for AI analysis

AI Summary Generation

• Analyzes ticket content
• Creates concise summary
• Identifies key action items

ConnectWise Update

• Updates ticket with AI summary
• Tags relevant teams
• Records automation metrics

3. Completion

• Updates ticket with summary
• Notifies assigned team
• Logs completion status

Required Credentials

• ConnectWise Manage API
• Microsoft 365 Admin API

Performance Metrics

• Average execution time: 30 seconds
• Monthly time saved: 83 hours
• Annual value: $2,070 USD

Links

• Source Code
• Runbook
• Microsoft Form Template

API Keys

Name	System	Expiration	Documentation
API_M365_Admin_Key	Microsoft 365	2025-11-29	Link

Schedule

Triggers on Form Submission