Polish Summary

Polish Summary “rewrites the ticket summary line so it reads clearly at a glance”. It replaces a summary only when it says nothing about the customer’s issue. To use it, tick Polish Summary on a board (how). You need the Admin access level.

What it changes

The ticket’s Summary, when it does not describe the issue: “Help”, “Contact Form”, “Give me a call”, “Urgent”, or a placeholder such as “CHANGE ME”. It decides from the summary, the description, the notes and your instructions. The new summary:

• describes the customer’s issue, not the fix;
• fits ConnectWise’s 100-character summary limit.

For example, a ticket summarised “Give me a call” whose description says Outlook has crashed on open since this morning’s update gets a summary about Outlook crashing on open.

When it does nothing

• The summary already names a system, a symptom or a request, however short: “Printer jam 2nd floor” stays.
• The same ticket was split by Split Tickets, which writes the summary itself.
• The ticket was created by a split.
• In Live, a technician changed the summary after the ticket arrived. The note says it was left as it was.

In the note

The note’s first line lists Summary updated in Live, or New summary in Preview. Its bullet gives the old and new summary, with the reason.

Steer it with instructions

Your instructions can make it stricter or looser (how). For example:

• “Start the summary with the affected system, such as “Outlook - cannot send email”, and never include the customer’s name.”
• On a monitoring board: “Keep the monitoring alert ID at the start of the summary, such as “[ALERT-4821] Low disk space on CON-SRV01”.”
• “Never change summaries of tickets from the Contoso portal.”