If a sample ticket lands in the wrong priority or queue, pause automatic routing before applying the same rule to more cases. Compare the ticket’s actual impact and urgency with the triage criteria. Check whether the input was incomplete, the rule was misconfigured, or the model inferred details that were never supplied.
Run a small set of contrasting cases: a true high-impact incident, a routine request, and an ambiguous report. Verify the assigned owner and escalation path for each. Record the discrepancy and the rule change, then review already-routed tickets that may be affected. A good triage workflow routes uncertainty to a human rather than silently assigning false certainty.
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