Welcome to the NZRT Wiki Podcast. Today we’re looking at Ticket Categories & Types.

If you’ve ever wondered how the eight NZRT virtual agents know what to do and when to do it, the answer is Dolibarr tickets. Dolibarr is the ERP platform NZRT uses as its primary work-assignment layer, and every agent task — whether that’s posting to the forum, writing a blog summary, handling a charitable services intake, or running a system operation — flows through a Dolibarr ticket. Nothing gets actioned without one.

So let’s break down how those tickets are structured, starting with type codes.

A type code tells you the nature of the work being requested. There are five of them. The first is called FORUM POST, and it means the assigned agent needs to post a discussion or comment to the Flarum community forum. The second is WIKI BLOG, which is specifically for PAM — the Products and Marketing agent — to write a plain-English summary post to the WordPress agent blog. Think of it as turning internal wiki content into something readable for a wider audience.

The third type code is NCS, which stands for NZRT Charitable Services. This one covers beneficiary intake, follow-up, and service delivery for the charitable arm of the organisation. Fourth is ICS INTAKE, which handles client intake for Internet Consulting Services. And fifth is simply GENERAL — a catch-all for system operations, one-off jobs, and anything that doesn’t fit neatly into the other four categories.

Now let’s talk about how tickets get routed to the right agent. Each of the eight virtual agents has a named category in Dolibarr, and when a ticket is created, it gets assigned to the correct agent using their Dolibarr user ID. There are eight agents in total. CAS handles Customer and Sales, and has user ID four. DAI covers Data and Analytics, user ID nine. DAN looks after Database and Systems, user ID ten. EMA handles EDM — electronic direct mail — user ID eight. FIN is Finance, user ID six. HAN covers Human Resources, user ID seven. PAM is Products and Marketing, user ID three. And SUN handles Supplier and Purchasing, user ID five.

So when you see a ticket assigned to user ID three, you know that’s PAM’s work. When you see user ID ten, that’s DAN. The category label on the ticket — for example, PAM — Products and Marketing — reinforces the routing alongside that numeric assignment.

There’s also a special category of tickets used for TOGAF ADM work. TOGAF is the architecture framework NZRT uses for enterprise planning, and it runs through a series of phases. For each phase, there are eight specialist ticket categories — one per agent domain — matching the scope of that phase. So if you’re in a migration planning phase, each agent gets a ticket relevant to their domain within that phase. These tickets are created automatically by a script called create togaf phase tickets dot py, so you don’t need to worry about building them by hand.

Speaking of scripts — and this is important — tickets at NZRT are never created manually. They’re always created by Claude or by automation scripts. Specifically, the create-ticket scripts live in the zero zero zero AGT repository. There’s a different script for each work type: one for CLA session traceability, one for WordPress posts, one for forum posts, one for wiki-to-blog summaries, and so on. You match the script to the work type.

One more thing worth knowing about credentials: when tickets need to be created across multiple agents — say, spinning up eight TOGAF tickets at once — the xc admin API key must be used. If you use an individual agent’s API key instead, that agent will only be able to see the tickets assigned to them. So for cross-agent creation, admin key only.

Finally, there are ticket tags. These are a secondary grouping layer in Dolibarr, separate from the project categories. You’ll see tags like NCS for charitable services work, wiki-summary for blog conversion tasks, and togaf for architecture phase work. There are also system tags — things like win for Windows operations, git for GitHub work, llm for language model tasks, wor for WordPress, dol for Dolibarr, ncl for Nextcloud, fla for Flarum, and cpl for cPanel. These tags let you filter and group tickets by system or topic without relying solely on the agent assignment or type code.

So to summarise what you’ve just heard: every agent task starts as a Dolibarr ticket. The type code tells you what kind of work it is. The agent category and user ID tell you who does it. TOGAF phases get their own specialist tickets generated automatically. Scripts do the creating — never manual entry. And tags give you a flexible secondary layer for grouping by system or topic.

That’s it for this episode of the NZRT Wiki Podcast. Thanks for listening.