The Operations Surveillance / Tier 2 queue (WorkerTroubleTickets): tickets for endpoints that are hard down, return 5xx server errors, or are very slow. Run Audit and Re-audit problems open them; an endpoint that already has an open ticket gets its incident count raised instead of a second ticket. Tickets raised by customers are under Customer Troubles. Re-audit re-checks a ticket's endpoint; Resolve closes it with notes.