AI Triage Agent
This ITIL triage agent uses LLM reasoning to automatically update service record incidents, adjusting categories, assigned users, urgency, impact, and priority based on ITIL standards and configurable parameters.
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Overview
This ITIL triage agent leverages LLM reasoning to update new service record incidents, adjusting categories, assigned users, urgency, impact, and priority. It processes tickets based on the highest ticket number in memory and can also triage specific service records using a provided ID. The agent utilizes the SysAid Analytics API to query ticket details and the Service Records API to update tickets with triage reasoning notes. It supports use cases like automatically triaging new incident tickets, updating incident priorities based on ITIL standards, and assigning tickets to appropriate staff.
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Key capabilities
* Updates service record incidents using LLM reasoning
* Adjusts categories, assigned user, urgency, impact, and priority
* Processes tickets based on highest ticket number in agent memory
* Configurable field update parameters
* Optionally, can triage specific service records by ID
* Uses SysAid Analytics API to query ticket details
* Uses Service Records API to update tickets with triage reasoning notes
Popular use cases
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