The Resolution Gate
In FlowPSA, resolving a ticket is a gate, not a status click. The gate is enforced in the server for the portal, the API, and MCP.
Example: Acme MSP cannot resolve INC0001042 for Acme Corp until the Networking task is done, the firewall change request is closed, KB-NET-012 is linked, and the FlowRMM action on acme-wks-01 is on the timeline.
What the gate checks
| Check | Requirement |
|---|---|
| Blocking tasks | Every blocking task is done, or waived by a named person with a reason. |
| Change requests | Every linked change request is closed or rolled back. Open changes cannot be waived. |
| Documentation | A knowledge item is linked, or a waiver explains why no new knowledge was needed. |
| Endpoint proof | If the ticket involves FlowRMM devices or actions, a FlowRMM session or verified action is on the timeline. |
| Authority | A named person resolves. An agent can only propose. |
Your governance profile can add checks, such as a required root cause on major incidents, a device link for hardware tickets, or a time entry before resolving.
Checking before you resolve
Operators see the gate on the ticket. Agents call check_resolution_gate to get the list of blockers before they propose a resolution.
Agents and the gate
An MCP agent can propose a resolution. It cannot waive verification, cannot exempt itself, cannot cascade-close an outage, and cannot force past the gate. An agent can resolve without a person only when FlowRMM evidence verifies the fix and the documentation check passes. Otherwise its proposal waits in Approvals.
Exemptions
Some work has no endpoint, task, or knowledge footprint, such as an HR form request. A named person can resolve past the checks by giving an exemption reason. The reason is stored on the resolution, and the audit log records which checks were skipped. Agents cannot exempt themselves.
Telling FlowRMM
When a ticket that came from a FlowRMM escalation resolves, FlowPSA queues a resolution event back to FlowRMM once the callback is configured. If FlowRMM is offline, the resolution in FlowPSA still stands, and delivery retries with backoff. See FlowRMM Integration.
Related guides
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