Extra choices for "Resolution type" and "Resolution tier"
I am in the process of migrating from AI Agents-Essentials to the Agentic AI platform. Our Agent SOP leverages triggers & automations driven by tags Essentials adds to the tickets. This tagging behavior doesn’t carry forward to the Agentic AI replacement, so I’m in working on updating the triggers & automations associated with our Agent SOP for the new platform.
Essentials adds a simple “ai_agent_automated_resolution” tag to a ticket that winds up consuming an automated resolution. But for the Agentic AI platform, I need to leverage the “Resolution type” and “Resolution tier” fields. It appears that the equivalent to the “ai_agent_automated_resolution” tag is “(Resolution type= Automated) AND (Resolution tier=Verified resolution)”.
When I access these fields in trigger conditions, they have more choices than are currently documented (About ticket fields):
- “Resolution type” is documented as “Automated or null”, but the trigger condition has an “Assisted” option in addition to “Automated”
- “Resolution tier” is documented as “Assisted escalation”, “Contained resolution”, or “Verified resolution”. But there’s also a “Non-automated” option in the trigger condition.
Does anyone know what these undocumented choices are? I want to make sure I’m not missing anything important as I build this out.
