Summary AI tasks
Have Runtime write ticket summaries into a DynamicField.
Summary AI tasks
A summary task lets Runtime write a ticket summary into a DynamicField /
CustomField (for example OTAISummary). There is no email, webhook, or
push — writeback to the ticket system only.
Create a task
- Open AI Tasks.
- Click Add summary task.
- Studio opens the detail page (name often Default summary task).
Settings
Under AI Task settings:
| Field | Meaning |
|---|---|
| Instruction | Optional: how the AI should summarize (tone, length, focus) |
| Target field | Exact DynamicField / CustomField name (often OTAISummary) |
| LLM size | Model size; Studio marks a recommendation |
Name and fields save when you leave the inputs / use the page save actions. The target field must exist in the ticket system (usually provisioned by the OTAI packages).
Activate
- Activate enables the task for Runtime.
- Only one summary task can be Active at a time — activating this one deactivates any other active summary task.
- Deactivate stops writebacks; the config remains.
- Archive hides the task in Studio.
When Runtime summarizes
Each tick, Runtime polls eligible tickets and writes a summary when:
- the summary field is empty, or
- the newest article changed (stamp field ≠ current article id).
If the summary exists and the stamp is current, the LLM is skipped. The summary is written to the DynamicField — not as a new article (an article would re-trigger the freshness gate).
Tips
- Align the target field name with your admin (prefix often
OTAI…). - Successful runs appear on the Dashboard under Summaries generated this month.
- Classification and summarization are separate tasks — see Classification tasks.