Abstract: Methods, devices, and non-transitory storage media to receive ticket information of a ticket that indicates a problem in providing a service to a customer; receive event information that indicates an action performed by at least one of a device or a person to resolve the ticket; select a filter, among multiple filters, to filter the event information based on the action indicated in the event information; select a criteria rule, from among multiple criteria rules, based on filtered event information and parameters included in the criteria rule, wherein each criteria rule includes parameters and values for each parameter; select an output result rule, from among multiple output result rules, that maps to the criteria rule; generate a message that provides an update to a status of the ticket based on the filtered event information and the output result rule; and transmit the message to the customer.