Make the work actionable.
Move work into tasks when it needs a delivery handoff.
Explore ProjectsTICKETS / A PROBLEM WITH ITS CONTEXTMove the issue
Move the issue
toward an answer.
Keep the customer, the affected product and the investigation together. Give staff a place to understand the request, work through possible solutions and record what happened.
Enterprise or Help Desk add-on · Connected AI features have separate access requirements.
CASE NOTES / ILLUSTRATIVE SCENARIO
THE CUSTOMER'S QUESTION
“Why does the report
look different today?”
CUSTOMERWillow & Co.
MANAGED PRODUCTReporting workspace
STAFF INVESTIGATION
- Understand the reported behavior.
- Compare prior solutions and context.
- Review the next step with the team.
One useful outcome.A record the next person can understand.
STAFF LEAD THE INVESTIGATIONKeep the problem
Keep the problem
and the reasoning together.
Start with a customer- and product-linked request. Use available context to investigate, draft a solution and make a deliberate decision about what to do and what to retain.
START WITH THE REQUEST
What is the customer seeing?
Keep the request linked to its customer and product. Capture the behavior, the context and the questions staff need to investigate.
SAMPLE INVESTIGATION NOTE“Confirm the affected report and compare today's behavior with the last known working example.”
BRING RELEVANT MATERIAL INTO VIEW
Find a useful place to look.
Use prior solutions and, for a configured readable product repository, bounded Azure DevOps code insights. Staff decide which findings deserve follow-up.
AN INVESTIGATION AIDRelevant history can suggest the next check. It does not establish the root cause by itself.
DRAFT · REVIEW · EXPLICIT KEEP
Turn the investigation into a working result.
Draft a solution from logs or chat, review it with the problem in view and explicitly Keep curated facts worth retaining. Follow up with the requester and record the outcome.
YOUR TEAM DECIDESWhat to test, what to communicate and which facts to keep.
Interactive illustration only. No ticket, AI analysis, solution or kept fact is created.
PRODUCT CONTEXT CAN CHANGE THE QUESTIONLook closer.
Look closer.
Keep the scope clear.
When a managed product has a configured readable Azure DevOps repository, code insights can help staff investigate relevant material. The analysis is bounded; it does not inspect every file or establish that a proposed fix is correct.
Your team reviews the evidence and chooses the next step. No autonomous code fix or deployment is implied.
Linked product
Configured, readable repository
Bounded code insights
Staff review and next decision
Conceptual investigation path.
RESOLUTION IS STILL WORKCarry it through.
Carry it through.
Leave the outcome attached.
Investigation is one part of serving the customer. Keep delivery and follow-up connected to what the team learned.
Keep time with the work.
Record the effort behind the investigation and follow-through.
Make the outcome useful.
Follow up with the requester and retain the resolution and curated facts that can help next time.
ONE PROBLEM. CONNECTED WORK.From the first question
From the first question
to a better next time.
Bring the customer issue into view, investigate with context, review a solution and leave a useful record for the next person.
- 01 / UNDERSTANDTicketsThe customer, product and problem.
- 02 / INVESTIGATEAI StudioA working conversation with context.
- 03 / REUSESecond BrainRelevant knowledge already indexed.
- 04 / REVIEW & RECORDYour team's decisionCheck the solution. Record the outcome.
A connected working approach, not an automatic sequence. Product access and configured context determine what is available.
BEFORE YOU START
Clear expectations for support.
How do we get access to Tickets?
Tickets is available with Enterprise or the Help Desk add-on. AI and connected knowledge features have their own access and account allowance requirements. Contact ViviScape to confirm the setup for your team.
Does this include our own customer portal or support email?
No customer-operated portal or company-specific support email intake is offered by this page. Tenant-specific support email is a proposed extension, not a shipped capability.
What does product-linked code analysis require?
Bounded Azure DevOps code insights require a configured, readable repository associated with the product. Analysis is limited to the material available to that investigation; it is not an exhaustive code review.
Does AI send replies, fix code or deploy changes?
The described workflow guides staff investigation and drafts a solution from logs or chat. It does not promise autonomous replies, code fixes or deployments. Staff review the proposed solution and handle the follow-up.
What happens when we keep a fact?
The explicit Keep action lets staff retain curated facts from an investigation. It does not certify every indexed source or every generated statement as human-approved.
Are AI source badges citations for each claim?
No. Source titles and relevance indicators help staff inspect related material. They are not verified per-claim citations. Review source material and the proposed solution before relying on them.
BUILD A BETTER INVESTIGATIONA customer problem.
A customer problem.
A connected way forward.
Tickets is available with Enterprise or the Help Desk add-on. Talk through product connections and AI access for your team.