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Resolution Memory

Resolution memory shows how similar tickets were fixed before, so nobody starts from zero.

What it matches

When you open a ticket, FlowPSA compares its title and description with previously resolved tickets in your tenant and with client knowledge documents and SOPs.

  • Matches from the same company rank higher.
  • Client-specific SOPs rank above global templates.
  • Up to three suggestions appear with a confidence score. Matches below 30% are not shown.

Applying a suggestion

Apply resolution fills in the resolution summary and root-cause category and links the source SOP. That link satisfies the documentation check of the resolution gate. You still review the text, and the rest of the gate still applies.

For agents

MCP agents call find_similar_resolutions and search_knowledge to use the same memory before proposing a fix. See MCP & AI Agents.

Example

A new ticket at Acme Corp says "VPN keeps dropping at the warehouse." Resolution memory surfaces two resolved Acme Corp tickets from last quarter and the client SOP KB-NET-012 VPN gateway failover. The technician applies the SOP, runs the fix in FlowRMM, and resolves with the knowledge link already in place.

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