Raise IM Ticket

1Routing

Determines whether the agent picks the ticket up at all.

Brand *

Live customfield_11997 options from Jira. Only nine brands are agent-processed; the rest are grouped separately.

Org ID optional

Auto-filled from Brand + Environment. Two live tickets parsed as org=? because it only existed in prose — the agent then can't resolve credentials or cluster.

Environment *

Selects the cluster.

Priority *

P0 or P1 required for Neo self-healing.

Component *

Routes to the team skill.

Geo Region optional

Issue type

Fixed. Only Bug proceeds to RCA; everything else escalates immediately.

2API Platform

Why this matters

The #1 stall cause. The description must contain a line matching API Platform: Neo literally — the detector regex is api\s*(platform|type)\s*[:=]\s*neo. A real ticket said “Neo endpoint : v1/benefits”; that does not match, and the ticket sat blocked asking a human which platform it was. This radio emits the literal line, so nothing depends on your prose.

3Neo self-heal inputs

Why this matters

All mandatory. These are what turn a description-only read into a real source-grounded investigation.

Neo rule name *

The rule name as Neo knows it — NOT the URL path. neo search matches rule-name substrings only; paths never resolve. On a live ticket the endpoint was test/integration/TestPreferenceCentreOptOut while the rule was PreferenceCentreOptOut — the search returned nothing, the agent fell back to a five-day-old cached copy, and reported “source pull did not run” while analysing stale code.

Failing endpoint URL *

Full URL, must contain /x/neo/. Bare paths like v1/benefits are rejected — extraction otherwise falls back to “first URL in the text”, and on one ticket that grabbed an unrelated chat link and used it as the endpoint.

x-cap-request-id *

Without it the agent cannot fetch the runtime trace or evaluation log. On one ticket both came back empty and the investigation self-rated 35% confidence purely for lack of runtime evidence.

Occurred at *

Bounds the log query window.

Timezone *

Sample request body (JSON — optional, strongly encouraged)

Enables neo execute reproduction.

3When it happened

Bounds the log query window.

Occurred at *

Timezone *

Failing endpoint URL

Optional for non-Neo, but a full URL beats a path.

4The problem

Expected behaviour *

Actual behaviour *

Steps to reproduce

Business impact

Summary / ticket title *

5Attachments optional

Why this matters

The agent compares your live dataflow against this document to find what deviates. Without it, it can only guess at intended behaviour. Design coverage comes back NOT_COVERED, there is no specification to audit the code against, and the agent can only describe symptoms. An attached doc takes precedence over searching Confluence.

Attach SDD / LLD / BRD, screenshots or logs

Click or drop. .md .pdf .docx .doc .txt count as a design doc; images and logs attach as supporting evidence.

Raise IM Ticket

1Routing

2API Platform

3Neo self-heal inputs

3When it happened

4The problem

5Attachments optional

Agent readiness

Description the agent will parse

Blocking submit