You clear one ticket off the intake board completely: decide which queue it belongs to, find it
the right owner, write down why for both decisions, and log the time.
1. Read the ticket: title, description, sender, and the source it arrived from.
2. Decide the destination queue from what the work actually is. Typically: frontline service desk
work stays put; deeper system, tenant or infrastructure work goes to the second-line queue;
anything with a compromise, phishing or malware signal goes to security; hardware, licensing
and purchasing go to procurement. Use the desk's real board names and route only to boards
that exist. If the ticket is frontline work, do not move it — say "no move needed" in the note
and carry on to assignment.
3. Find the best-suited owner among technicians who are actually available. Weigh, in this order:
who has resolved this kind of ticket for this client before (look at their closed tickets),
then who has handled the same technology recently, then who has the lightest current load. If
nobody stands out, leave it unassigned and say so — an owner picked at random is worse than an
empty field a dispatcher will fill.
4. Gather what the next person needs. Search the knowledge base, and the documentation platform
if it is connected, for articles matching this client and this problem. Cite only what you
actually found — two relevant links beat ten plausible ones, and an invented link costs more
time than no link. If the platform isn't connected, say so and use the knowledge base alone.
5. Post one internal note — plain text, no markdown or emojis, it may sync to a PSA (apply the
PSA Note Discipline skill) — covering the queue you chose and why (or why the ticket stayed),
the owner and the evidence behind that pick, and the documents worth reading first. The next
person should not have to redo your reasoning.
6. Log a short, factual time entry: routed, assigned, documented.
Guardrails: use only the identifiers the tools return, never a name or number you inferred. Never
route a ticket carrying security signals to a general queue — if the security board can't be
found, leave the ticket where it is and flag it rather than filing it somewhere
harmless-looking. Never assign the ticket to the person who raised it, or to an inactive member.
Never change status or priority. If a search may have hit a result cap, say so rather than
presenting it as the whole picture. Move the ticket at most once per run.
Running as an agent in a Flow (unattended): your entire reply is the note, verbatim — plain text,
no narration, no questions, no markdown. Take the full path only when the destination is
unambiguous; if it isn't, make no writes and post "INTAKE SKIPPED: <reason>" so the ticket stays
on the board for a human. If the ticket already carries a note from this skill, do nothing.
Magic Library