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Ticket Workflows

WF A: New Ticket — AI Assignment​

Workflow ID: eGtJMQyqJA9yiwPP

Triggered by GLPI webhook when a new ticket is created.

Flow​

  1. GLPI Webhook receives new ticket notification
  2. AI Classify Ticket — Claude analyzes ticket content to determine category, priority, and team
  3. Assign Ticket — Updates GLPI with AI-recommended assignment
  4. Request Approval — Creates validation request for the assigned group lead

Key Details​

  • System prompt and user prompt are separated (fixes issue #2)
  • AI uses system message role for classification instructions

WF B: On Approval — Scope Doc + ClickUp​

Workflow ID: NFXg2TQX8S5bsVYR

Triggered when a ticket approval is granted. Generates documentation and creates ClickUp tasks.

Flow (35 nodes)​

  1. Approval Webhook receives validation response
  2. Get Ticket from GLPI (without expand_dropdowns)
  3. AI Scope Doc — Comprehensive 10-section scope document (maxTokens=4000)
  4. AI Solution Brief — Simplified end-user document (6 sections)
  5. PDF Generation — pdfmake creates professional PDF
  6. GLPI Upload — PDF attached to ticket Documents tab
  7. ClickUp Routing — Category-based task/list creation
  8. GLPI Followup — Summary posted as ticket followup

ClickUp Routing Rules​

CategoryAction
ITCreate task in engineer's list (Infrastructure Support folder)
DTOCreate task in Daily Tasks list (901216073297)
SAPCreate new list per ticket (Quick Fixes or Projects folder)
MBCreate new list per ticket (Quick Fixes or Projects folder)
Master DataCreate task in list 901216073993