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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

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

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: See Agents → Execution Modes and Gateways → Working with Active Jobs.