Ticket Intelligence Documentation

Overview

Ticket Intelligence surfaces similar incidents, identifies subject matter experts, assembles incident war rooms, and generates AI-powered root cause analysis directly inside Jira.

Built on Atlassian Forge, Ticket Intelligence runs entirely within Atlassian infrastructure without requiring external application servers operated by the vendor.

Key Features

• Semantic similar issue matching with TI Score confidence analysis
• AI-generated root cause and resolution recommendations
• Duplicate issue prevention
• Slack and Microsoft Teams war room orchestration
• GitHub and GitLab tracking issue automation
• Confluence runbook surfacing
• Knowledge Graph domain expertise mapping
• FinOps usage controls and API caps

Quick Start

1. Install Ticket Intelligence from the Atlassian Marketplace
2. Open any Jira issue
3. The Ticket Intelligence panel appears automatically
4. Click RUN INTELLIGENCE ANALYSIS

Your organisation's ticket history is indexed automatically during the initial sync. Manual sync can be triggered via Settings → Sync now.

Ticket Intelligence Panel

The Ticket Intelligence panel appears directly in the Jira issue view and automatically performs semantic matching against historical incidents.

Panel Capabilities

• Top semantic incident matches
• TI Score confidence breakdown
• Related Confluence runbooks
• AI analysis generation
• Recommended expert contacts

War Rooms

Ticket Intelligence can automatically assemble private Slack or Microsoft Teams war rooms for P1/P2 incidents and invite identified domain experts.

Supported Integrations

• Slack
• Microsoft Teams
• GitHub
• GitLab
• Datadog
• Sentry
• Linear

Knowledge Graph

The Knowledge Graph automatically maps expertise domains using historical issue resolution data.

The graph is intended for operational incident routing and collaboration, not employee performance evaluation.

AI Analysis

Running an intelligence analysis generates:

• Pattern match confidence
• Root cause assessment
• Resolution protocol
• Recommended contacts

Data Sync

Ticket Intelligence performs automatic daily indexing of resolved Jira issues and optional Confluence content.

Indexed Content

• Issue summaries
• Descriptions
• Resolution notes
• Priority
• Issue type
• Labels
• Confluence pages (optional)

Privacy & Security

Ticket Intelligence operates entirely on Atlassian Forge infrastructure. All credentials are stored encrypted using Atlassian Forge Storage.

External Services

• OpenAI API
• Pinecone
• Slack
• Microsoft Graph API
• GitHub
• GitLab

No external integrations are used unless explicitly configured by the organisation administrator.

FinOps Controls

Administrators can configure daily API usage caps for:

• Embedding requests
• Vector database queries
• AI analysis generation

Troubleshooting

Panel Not Appearing

Add the Ticket Intelligence panel via the Jira issue layout customisation menu (⚙).

No Matches Found

Trigger a manual sync and verify your Jira project contains resolved tickets.

Slack War Room Not Creating

Verify the Slack connector is connected and the bot has required scopes.

Knowledge Graph Empty

The graph populates after historical resolved issues are indexed.

Service Level Agreement (SLA)