Creating Tickets from Queries

Overview

The AI Agent can create a ticket in your external ticketing system directly from the chat. The ticket covers the assets matched by a saved query you specify. Before any ticket is created, the agent shows you exactly what will be submitted — the ticket summary, description, and the query scope — and waits for your explicit confirmation.

One invocation creates one ticket. The ticket is a real record in your external system, visible to people outside Axonius.

Supported Ticketing Systems

The following ticketing systems are supported, provided the corresponding adapter is connected and configured in your Axonius environment:

• Jira Service Management
• ServiceNow
• Jira Software
• Zendesk
• FreshService
• BMC Helix
• SysAid
• Cherwell
• ManageEngine Service Desk

If your ticketing system is not connected or is not on this list, the agent will tell you and provide instructions for setting up the connection.

Required Permissions

Creating a ticket from the AI Agent requires:

• The Adapters View permission (to read the ticketing adapter configuration)
• The Enforcements View permission (to run the enforcement action that submits the ticket)
• The AI Agents write operations capability enabled for your role

If any of these are missing, the agent will describe what is needed and suggest that you contact your administrator.

How to Create a Ticket

1. Identify the saved query whose assets the ticket should cover. If you do not have a saved query yet, create one from the Axonius asset page or ask the agent to help you build one.

2. Ask the agent to create a ticket. For example:

   • "Create a Jira ticket for the assets in my 'Unpatched Windows Devices' saved query."
   • "Open a ServiceNow incident for all devices without an endpoint agent, using the 'Unmanaged Endpoints' query."

3. The agent reads your connected ticketing options (available connections, projects, and issue types for the selected vendor) and asks you to confirm or provide any missing details.

4. The agent shows a preview of the ticket it will create. The preview includes the exact summary and description text that will be sent to the external system, quoted verbatim.

5. Review the preview. If the ticket looks correct, confirm. If you want to change anything, tell the agent what to adjust and it will update the preview.

6. After you confirm, the agent submits the ticket.

What the Ticket Contains

The ticket summary and description are generated by the agent based on the saved query name, the asset scope, and any context you provided. The description typically includes the query name and the number of assets it matches at the time of creation.

The ticket is created against the current results of the saved query — the assets that match the query at the moment you confirm.

Viewing the Created Ticket

After the ticket is submitted, the agent confirms that the ticket was created. If the system returns a ticket ID or URL, the agent includes it in the confirmation message.

To view the ticket in your external system, follow the link in the confirmation, or navigate to the ticketing system directly.

The ticket creation is also recorded as a quick-action enforcement set in your Axonius Enforcement Center. This set is hidden from the main Enforcement Center list, but you can check its task history there if you need to verify the submission status.