Triage Simple Mode and the AI Wizard¶
Building an Assignment phase's scoring formula by hand, or a whole triage configuration from scratch, can be fiddly. ZAI offers two AI-assisted shortcuts for this: Simple Mode for editing an individual Assignment phase's scoring, and the Triage Configuration AI Wizard for generating a complete configuration from a plain-English brief.
Overview¶
These two features work at different scopes:
- Simple Mode is a factor-card editor for the scoring formula inside a single Assignment phase — an alternative to writing the underlying formula by hand.
- The AI Wizard builds an entire triage configuration — phases, steps, and (if needed) an Assignment phase — from a short description of what you want triage to do.
Use the wizard when you're starting a new configuration and want a first draft fast. Use Simple Mode when you're refining an existing Assignment phase's scoring without writing formula syntax.
Getting started¶
Using Simple Mode on an Assignment phase¶
- Open the Assignment phase inside a triage configuration.
- In the scoring editor, toggle between Simple and Advanced — Simple Mode shows plain-English factor cards, Advanced shows the full formula canvas.
- Add or edit factor cards, or type a request into the AI assist box and let ZAI adjust the cards for you.
- Save — ZAI compiles the factor cards down to the underlying formula and band definitions.
Advanced edits can break the link to Simple Mode
If you edit the formula directly in Advanced mode in a way that no longer matches the stored factor cards, the editor drops the Simple Mode document and future edits happen in Advanced mode only, until you rebuild the cards.
Using the AI Wizard¶
- Go to Configuration → Triage Configurations and click Add with AI.
- Brief — give the configuration a name and describe in plain English what the triage should do.
- Outcomes — ZAI suggests 4–7 concrete outcomes (setting a field, posting a note, scoping, or assignment). Tick the ones you want; recommended outcomes are pre-selected. You can also add a custom outcome.
- Generate — ZAI builds a full draft configuration from your brief and confirmed outcomes.
- Review — inspect the generated phases and steps. You can ask ZAI to revise an individual phase in plain English rather than editing it by hand.
- Save — ZAI persists the configuration, ready to link to a board pod.
The wizard repairs its own mistakes
The wizard validates the AI's draft and quietly fixes small issues — for example, moving a misplaced Assignment phase to the end, or dropping a step that references an unknown field — and lists what it changed as warnings on the review step.
Key concepts¶
Factor kinds (Simple Mode)¶
Each factor card scores against a variable and combines into the phase's base score:
| Kind | What it does |
|---|---|
| Linear | Adds (bonus) or subtracts (penalty) a weighted amount based on a variable. |
| Banded | Looks up a score from named ranges (bands) based on a variable or expression. |
| Multiplier | Multiplies the running score depending on whether a condition is true or false. |
| Conditional | Adds one score when a boolean variable is true, another when false. |
A ticket's final Assignment score of zero or less excludes that engineer from consideration.
What the wizard can and can't generate¶
- Field Triage phases: only Set Field and Post Note steps.
- Scoping Triage phases: only Scoping steps, each referencing a Set Field step from an earlier phase.
- At most one Assignment phase, always placed last, using the same factor-card scoring as Simple Mode.
- The wizard caps step count and prompt length to keep the generated configuration manageable — for a large or highly specific setup, use the generated draft as a starting point and refine it in the full phase/step editor afterwards.
Revising after generation¶
On the Review step, you can ask ZAI to revise a single phase (for example, "also post a note summarising the customer's plan") without regenerating the whole configuration. Assignment phases are revised through the same AI assist used by Simple Mode; other phase types are revised through the wizard's own phase-revision flow.
Troubleshooting¶
The wizard's generated draft won't save. Check the review step for validation errors — a phase with no name, a duplicate step reference, or an Assignment phase with steps attached will all block saving until corrected.
Simple Mode isn't available for an Assignment phase. This happens when the stored formula doesn't match any recognisable factor-card pattern — usually because it was hand-written or heavily edited in Advanced mode. You can still edit it in Advanced mode; Simple Mode becomes available again once the formula matches a compilable card layout.
The AI used a field or variable that doesn't exist. Both the wizard and phase-revision flow validate every field reference against your PSA's real field catalog and reject anything that doesn't match, so this should surface as an error rather than saving silently — report it if you see an unknown field make it through.