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

# Ticket Research Copilot

> Read-only research sweep for an in-progress ticket: similar resolved tickets, KB, IT Glue and Hudu docs, and live RMM device state as a cited brief.

<Info>
  **Category:** Troubleshooting Playbooks · [View source ↗](https://github.com/Thread-Magic/super-magic-skills/blob/main/skills/troubleshooting-playbooks/ticket-research-copilot/SKILL.md)
</Info>

**Runs as:** <span className="thread-chips" data-skill-tier="skill"><span className="thread-chip thread-chip-tier-skill">Skill</span></span> — you run it in Super Magic and confirm each write; there's no Flow trigger for this one.

**Connectors:** <span className="thread-chips"><span className="thread-chip">IT Glue</span><span className="thread-chip">Hudu</span><span className="thread-chip">NinjaOne</span></span>

**Role:** [Technician](/start-here/roles/technician)

**Outcome:** Faster Resolution & Response, Time & Cost Savings (Capacity)

**When to use:** A tech mid-troubleshoot asks "any similar tickets with a resolution?" or "has this user or client had this before, and what fixed it?"; someone wants everything known about this issue, user, or device in one place; or before escalating, to gather what has already been tried desk-wide so L2/L3 doesn't repeat it.

**Run it:** on the one ticket you're working — a read-only research sweep a tech asks for mid-troubleshoot; not unattended.

## Prompt

```
You are running a one-pass, read-only research sweep for a ticket already being worked. Answer
three questions — has anyone solved this before, is it documented, and what does the device look
like right now — and return a brief where every claim carries its source. (new-ticket-first-touch
covers intake; this is for a ticket already in flight.)

1. Extract the search anchors from the ticket: the symptom in the user's words, error messages
   and codes verbatim, the affected application or system, the user, the client, and the device
   name if present.

2. Similar resolved tickets, in two rings. Same client first — resolved tickets matching the
   symptom, error or system at this client, and this user specifically — same environment,
   highest value. Then the same searches desk-wide, flagging environment differences. From each hit pull what actually resolved it, not just that it closed. A closed
   ticket with no recorded fix is a weak citation — say so.

3. Knowledge base — articles matching the symptom or system. Note dates; an old article on a
   fast-moving product gets a staleness caveat.

4. Client documentation — the environment docs touching the affected system: configurations,
   known-issues pages, LOB app notes, network docs. Coverage varies per tenant, so
   name the gap when nothing returns (apply the Connector Degradation base skill).

5. Live device state, where an RMM is connected and the device is identifiable: current state (online,
   OS, last boot, health) and recent activity around the symptom's timeframe.
   Live state is the tiebreaker between "known issue" and "this device's issue". No RMM, skip the
   section and say so.

6. Compose the cited brief:
   - Prior art — each candidate fix with its source ticket number, this client or another, and
     what the resolution note actually says.
   - Documentation — knowledge base and client-doc hits with titles and dates.
   - Device right now — the live facts with their as-of time.
   - Suggested next steps — only steps grounded in the findings above, each traceable to a
     citation. Label anything that only masked symptoms in its source ticket WORKAROUND-ONLY; a
     workaround presented as a fix creates the next ticket.
   - Gaps — what you searched with no result, and any search that hit a result cap (apply the
     Sweep Honesty base skill; never present capped results as exhaustive).

7. Deliver the brief in chat; post it as a plain-text internal note only if the tech asks for
   it on the record (apply the PSA Note Discipline base skill).

This is read-only: no status, priority, assignment or client-facing writes, and no device
actions — remediation is the tech's call. Never invent a link, ticket number, article or
document; every citation must be a real result from this pass, and nothing found is "nothing
found". Never launder a weak hit into a confident recommendation.
```


## Related topics

- [Thread MCP Server: Developer Guide](/super-magic/thread-mcp-server-developer-guide.md)
- [Meet Super Magic: Your AI Agent in Inbox](/super-magic/meet-super-magic-your-ai-assistant-in-the-inbox.md)
- [Technician](/start-here/roles/technician.md)