> ## Documentation Index
> Fetch the complete documentation index at: https://docs.2501.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets

> Key data extracted from your ITSM, translated for 2501's pipeline

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](/0.8/core-concepts/gateways) decides whether it is in scope. In-scope tickets become a [Job](/0.8/core-concepts/jobs) made of one or more [Tasks](/0.8/core-concepts/tasks). Out-of-scope tickets are dropped silently.

## What's in a ticket record

| Field                         | Source                                               |
| ----------------------------- | ---------------------------------------------------- |
| Title, body, priority         | ITSM record                                          |
| Comments + attachments        | ITSM record, parsed by the tenant's multimodal model |
| Assignment group, environment | ITSM record — used as routing filters                |
| Requester / caller            | ITSM record                                          |
| Status mirror                 | Updated as the job progresses                        |

The Tickets page in Command Center shows every ticket that reached 2501, including those that were deduplicated, dropped, or escalated.

## 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](/0.8/understand/agentic-flow) for the lifecycle and [Jobs](/0.8/core-concepts/jobs) for orchestration details.

## 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](/0.8/core-concepts/gateways#comment-visibility).

## Tags that change behavior

A few keywords in the ticket body or a comment change how the agent runs:

| Tag                   | Effect                                                                                           |
| --------------------- | ------------------------------------------------------------------------------------------------ |
| `@2501:investigate`   | Force read-only mode for this ticket. Aliases: `@2501:investigation`                             |
| `@2501:remediate`     | Force remediate mode. Aliases: `@2501:remediation`                                               |
| `@2501 <message>`     | Once a job exists, restarts (in progress) or reopens (completed/failed) it with new instructions |
| `@2501 unlink-ticket` | Detach a dedup-linked ticket so it gets its own job                                              |

See [Agents → Execution Modes](/0.8/core-concepts/agents#execution-modes-investigate-vs-remediate) and [Gateways → Working with Active Jobs](/0.8/core-concepts/gateways#working-with-active-jobs).