The issue panel, statistics and audit log

Where to see what the agents did, and how to check whether they are getting it right.

Why this page matters. Automation that cannot explain itself gets switched off. Every decision is visible on the ticket, and in two review screens.

Jira issue ITSD-8841 → AI Triage panelIllustration

AI Triage

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Routing Decision

Team: Platform Engineering

Assigned to: MR Marina Rocha

Reason: SSO redirect loop affects authentication, owned by Platform Engineering. Marina handles access and identity requests.

AssignedRouted

Sentiment Analysis

criticalScore: −0.82 · Escalation Risk: Yes

Key phrases: “third time this week”, “considering other vendors”

Actions: watcher added, flagged escalation-risk

Incident Detection

Part of incident ITSD-8852 · topic “SSO redirect loop” Real-time

The AI Triage panel on the issue

Routing Decision: The team, the assignee, the reason in plain language, and whether the ticket was assigned or only routed. Warnings appear when the agent had to compromise.
Sentiment Analysis: The score, whether there is escalation risk, the reasoning, the phrases that drove it, and the actions taken.
Incident Detection: Which incident this ticket belongs to, its topic, and whether it was matched in real time or by a scan.

Older entries are collapsed so a long-running ticket does not bury its current state. Refresh re-reads the analysis after a new comment.

Statistics

Project settings → AI Triage → StatisticsIllustration

AI Triage

StatisticsDispatcher AgentSmart EscalationIncident Detection

TodayThis WeekThis MonthCustom

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Team assignments

128

User assignments

121

Team Dispatch Distribution

Platform Engineering

Endpoint Support

Facilities

Top Assignees

MRMarina Rocha41

JLJoão Lima28

ASAna Sousa19

Last 12 WeeksLast 12 Months

Team Assignments

2026-W232026-W252026-W272026-W292026-W312026-W33

The Statistics tab exists on both the global page and each project's page, and it covers all three agents — dispatch counts and distribution, escalations by sentiment level, and incidents detected. Pick a range with Today, This Week, This Month or Custom, and use Refresh after a busy period.

Team assignments: How many tickets the Dispatcher assigned to a team in the selected range.
User assignments: How many it assigned to a specific person.
Team Dispatch Distribution: Which teams received the work. A team you expected to see and do not is a prompt problem, not a volume problem.
Top Assignees: Who received the most tickets. Watch for one person absorbing everything.
Team Assignments over time: A chart by ISO week, switchable between Last 12 Weeks and Last 12 Months.

How to judge accuracy, since the app does not do it for you

These charts show volume, not correctness. Compare the distribution with what your team leads expected, and sample a handful of tickets to see whether a human reassigned them afterwards. Reassignments are the real signal that a routing prompt needs work.

Audit log

A record of what the agents did and when, across all desks. Go here first when somebody asks why a ticket ended up where it did, or when you suspect a rule is firing more often than intended.