Ticket Embedding

Use Ticket Embedding to ingest eligible closed tickets into ticket knowledge. Ingestion Settings control eligible statuses and recurring ingestion; Bulk Ticket Ingestion starts a run for a chosen date range.

Set eligible statuses and daily ingestion

Under Ingestion Settings, enter a status in Closed Status Names and select Add or press Enter. Use the exact name as shown in your PSA, including any punctuation. Remove an entry with its remove control if needed.
Set Automated Daily Ingestion Job on or off. When it is on, a job runs daily at 03:00 UTC and indexes newly closed tickets.

When it is on, complete Daily Job Options:

Field	Values and effect
Lookback Window (days)	1–30 days. How far back each run looks for newly closed tickets.
Max Tickets Per Run	A positive ticket count that caps each daily run.
Batch Size	1–100 tickets processed in each group.
Parallelism	1–50 tickets processed concurrently within a group.

Select Save Settings and confirm the result.

Only tickets in the configured Closed Status Names are included in either bulk or daily ingestion runs.

Start bulk ingestion

Under Bulk Ticket Ingestion, select From Date. This is required.
Optionally select To Date to set the end of the range.
Optionally enter Max Tickets to cap this run.
Select Start Ingestion.
Review the job status and progress. The job display reports processed tickets and available results or failure details.

Inspect or stop a job

Use Refresh active jobs to recover the list of active jobs, and the job’s Refresh control to update its status. Select a listed job when a job selector is shown.

While a job is active, select Stop Ingestion to request a stop and review the confirmation. Already-running work may still finish and write results. Stop Requested is a request state; inspect the later job status to see the outcome.

If the page cannot retrieve active jobs or status, read the displayed error and refresh. A status retrieval error does not mean the job has stopped.