# MSP ticket-triage operation record checklist

Use this checklist to inspect automated service-desk triage. It is educational
material, not security advice and not evidence of a live Koltra product run.

- [ ] The ticket preserves its source, customer, contract context, stated impact, and original request.
- [ ] Classification is visibly separate from technical diagnosis.
- [ ] Priority is backed by recorded impact, urgency, customer rules, and incident flags.
- [ ] Enrichment has safe provenance and does not overwrite the customer's statement.
- [ ] Routing records its destination, reason, policy, and duplicate control.
- [ ] A queue or technician accepted the full state at a recorded time.
- [ ] Diagnosis, customer-environment changes, and major-incident command remain with qualified people.
- [ ] The operation ends as completed triage, human owned, blocked safe, failed contained, or unresolved.

Assignment is not acceptance. Preserve the receiver, attached state, routing
reason, and acceptance time.

Canonical reference: https://koltra.ai/record/

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