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A Ticket is 2501’s mirror of an incident or change request in your ITSM. It is not a copy of every field — only what the gateway needs to route, dispatch, and report back: title, description, comments, attachments, assignment group, requester, environment, priority. Once a ticket exists in 2501, the gateway decides whether it is in scope. In-scope tickets become a Job made of one or more Tasks. Out-of-scope tickets are dropped silently.

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What’s in a ticket record

FieldSource
Title, body, priorityITSM record
Comments + attachmentsITSM record, parsed by the tenant’s multimodal model
Assignment group, environmentITSM record — used as routing filters
Requester / callerITSM record
Status mirrorUpdated as the job progresses
The Tickets page in Command Center shows every ticket that reached 2501, including those that were deduplicated, dropped, or escalated.

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Ticket → job → task

Ticket (ITSM record mirror)
  │
  ▼ gateway parses and routes
Job (the unit of work for this ticket)
  │
  ├─▶ Task 1 (agent A on host X)
  ├─▶ Task 2 (agent B on host Y)
  └─▶ Task N ...
A job is at most 5 tasks. Tasks within a job may run in sequence or parallel depending on host targets. See Agentic Flow for the lifecycle and Jobs for orchestration details.

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Visibility back to the ITSM

The gateway posts back at meaningful boundaries — never the full play-by-play:
  • A public comment with the final outcome (success / partial / no-action explanation)
  • Internal notes for intermediate plans, per-task progress, and failure details — visible to operators in the ITSM, not to the requester
This keeps the requester’s view focused on the result while preserving the audit trail for your team. See Gateways → Comment visibility.

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Tags that change behavior

A few keywords in the ticket body or a comment change how the agent runs:
TagEffect
@2501:investigateForce read-only mode for this ticket. Aliases: @2501:investigation
@2501:remediateForce remediate mode. Aliases: @2501:remediation
@2501 <message>Once a job exists, restarts (in progress) or reopens (completed/failed) it with new instructions
@2501 unlink-ticketDetach a dedup-linked ticket so it gets its own job
See Agents → Execution Modes and Gateways → Working with Active Jobs.