SRM2 is the central workspace for processing and tracking IT support requests at the Delaware Department of Corrections. Paste an email, get an AI-generated analysis, create a Jira issue in one click, route it to the right developer, and generate professional follow-up messages — all without leaving a single page. Every request is logged with full history, searchable, and exportable.
Ten integrated capabilities designed to eliminate context-switching and cut ticket turnaround time.
Paste an email, get analysis, create a Jira issue, assign a developer, and send a verification message — all in a single linear 5-step workspace with no page reloads.
Creates ICISTWO issues directly from analyzed emails with auto-populated summary, description, priority, and labels. One button click — no copy-paste.
MiniMax AI parses raw support emails into structured summaries — extracting Jira references, identifying stakeholders, classifying priority, and generating a plain-English TL;DR.
Route tickets to the right developer based on keyword matching and SME mapping. Developer profiles with avatars, specialties, and current workload — pick the right person instantly.
Auto-generate professional assignment notes, update requests, follow-ups, and verification messages. Four message types, one-click copy, all pre-populated from the analyzed request.
Full searchable history of every processed request — Jira key, developer, priority, timestamp, and summary. CSV export and bulk delete for compliance and housekeeping.
Paste one ticket, get all 8 fields back from a single AI call — summary, root cause, impact, resolution, action items, priority, category, and SLA risk. Regenerate any single field without starting over.
Triage the backlog of raw Jira "Support Request" tickets with a .msg attachment — analyze, rewrite, accept, or skip. Auto-Run streams through the whole unprocessed queue unattended.
Status, priority, and category breakdowns, a 12-month trend, top assigned developers, and SLA-flagged counts — all from your own SRM2 request history.
Live Jira-backed performance reporting for EPAM contractor developers — ticket counts, status/priority mix, and average resolution time — exportable as self-contained HTML or PDF.
Every support request follows the same structured path from raw email to verified resolution.
Paste the raw support email or request text. SRM2 accepts any format — forwarded chains, tickets, chat logs, or freeform notes.
MiniMax AI extracts key fields: TL;DR, priority, Jira references, affected systems, stakeholders, and recommended next action. Results appear in structured cards ready to review.
Open a new ICISTWO Jira issue directly from SRM2. The issue is pre-populated with the structured summary and linked back to the request for full traceability.
Select the developer from a roster of SMEs. SME keyword matching pre-suggests the best fit. Confirm the assignment and the record is updated in real time.
Generate a professional message for the requester — assignment notification, status update, follow-up, or closure confirmation. Copy to clipboard and the request is complete.
Open the SRM2 workspace to start processing support requests — no setup required, just paste and go.
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