Prepared Changes
When a procedure reaches a step that changes something in one of your connected systems, such as a refund in Stripe, the AI can prepare the change for you instead of only telling you what to do. You decide on the ticket: approve, change the amount, or reject. Nothing changes in your systems until you approve.
Prepared changes need Flexivity plugin 2.10.0 or later and, for a self-hosted install, Flexivity agent 1.6.0 or later. With an older plugin or agent, a change step is handed to you with what to do, as before.
The card
A prepared change appears in the Flexivity panel on the ticket, in Take Action, the section for what needs you. It shows:
- What the change is, for example Refund charge on ch_3Pq… (24.95 USD).
- Every check Flexivity ran, each marked Passed or Not passed: the limits on the tool (for example At most 1 per customer per 24 hours), that the record came from a lookup for this customer, and any condition the procedure sets.
- For a store order (Shopify): the amount as the store computes it, the items, how the store makes the change, and This change can’t be undone for a cancellation or a refund.
- When it expires: a change waits for a decision for 72 hours.
- Show the record’s details: the fields of the record the AI was not given (for example the name on the card), read live from your system for you and not stored.
The Flexivity field
The plugin adds one field to your Ticket Details form, named Flexivity (plugin 2.10.2 or later; with 2.10.0 or 2.10.1 the field does not appear and changes are still offered, without it). Only staff see it: it never appears on the client portal or in an email to the customer. It holds two values, and a ticket can have both:
- Action pending: set by Flexivity while a change needs you, whether it waits for a decision or did not pass a check and must be made by hand. Flexivity clears it when someone decides, the change expires, or the ticket is closed or resolved. Build a custom queue on it to see every ticket waiting on you: Flexivity includes Action pending.
- Test ticket: set by you or an administrator on a ticket raised by a test customer. It lets an administrator try a data connector’s tool or a procedure on that ticket from the Flexivity console. Flexivity never sets it.
Changes to the field are recorded in the ticket’s history, like any field you edit.
Deciding
- Approve runs the change once, exactly as shown.
- Change the amount first, then Approve, to refund less than the full amount. Only the amount can be changed, never which record. Flexivity checks the new amount again before it runs.
- Reject runs nothing.
- A change of shipping address: type the new address in the form on the card, then Approve. Street, city and country are required, and a postcode unless the country has none. The address is sent to the store once, from your browser to Flexivity, and is not kept; it never passes through your osTicket server or the Flexivity agent, and your decision note says only that you entered it.
Your decision is recorded as an internal note on the ticket, posted as you, so the ticket history shows who decided and when. The plugin checks, at the moment you decide, that you may:
- the agent the ticket is assigned to;
- if it is assigned to a team, any member of that team;
- if nobody is assigned, any agent with access to the ticket’s department;
and in every case only an agent osTicket allows to reply to the ticket. Anyone else sees why they cannot decide.
Only one decision counts. If two agents decide at the same time, the second sees the first’s outcome. If your osTicket session has ended, sign in again and reload the ticket.
A change that did not pass a check shows no controls: Flexivity will not offer it for approval. Make the change yourself in your system if it is right, and answer the customer.
What happens next
The card shows the outcome in place of the controls:
| Outcome | What it means | What the customer is told |
|---|---|---|
| Done | Your system confirmed the change. | Your brand’s “done” message, as a reply on the ticket. |
| Sent, waiting for the system to confirm | Your system accepted the change but has not confirmed it yet. | Nothing yet. |
| Could not be completed | Your system refused or failed the change. | Your brand’s “could not complete” message, and the ticket stays with you. |
| Rejected | You rejected it. | Nothing. Answer the customer as usual. |
| Expired | Nobody decided within 72 hours. | Nothing. |
| Withdrawn | The ticket was closed, resolved, merged or deleted before anyone decided. | Nothing. |
osTicket has no separate “solved” state, so marking a ticket Resolved withdraws a change that is still waiting for a decision, as closing it does. Decide first if you want the change made.
A change never resolves or closes the ticket: you finish the conversation.
When the customer is waiting (Hold)
Where your administrator chose Hold, the customer stays in the conversation while you decide, and the card says so, with when it will be handed to an agent if nobody decides: 4 business hours in your osTicket’s default schedule (Admin Panel → Settings → System → Default Schedule), or 4 plain hours if none is set.
- Approve, and once your system confirms the change the customer is told it is done, in the same ticket. Your decision note is internal and does not end the conversation.
- Reject, and the customer is told a colleague will handle their request; the ticket is yours.
- Reply publicly to the customer, and the conversation is yours; the change stays on the card.
- The customer writes while waiting: they are told their message was passed on, and you see it on the ticket.
- Nobody decides in time: the conversation is handed to an agent, and you can still approve the change until it expires.
A change the AI made (Execute)
Where your administrator chose Execute, the AI makes the change itself and tells the customer it is done. The card shows Done: the AI made the change, with the checks it passed, for 30 days. If you think it was wrong, choose This change was wrong (with an optional note, kept on the ticket as your internal note). It changes nothing in your system and is counted on your administrator’s evidence. Only you can undo your mark.
Who sees a card
Each kind of change has a write mode per help desk: Manual, Assist (the default), Hold or Execute, set by your administrator. Hold and Execute apply only at the Resolve level; elsewhere they work as Assist. See Progressive Autonomy.