IT Support Triage

Create IT knowledge base with runbooks

Build a knowledge base of IT solutions and procedures.

Gather documentation:

1. Common Issue Resolutions

   • Password reset procedures
   • VPN troubleshooting steps
   • Email setup guides (Outlook, Gmail, mobile)
   • Wi-Fi connection issues
   • Printer setup and common errors
   • Software installation guides
   • Browser troubleshooting

2. Access Request Procedures

   • How to request software licenses
   • Access control procedures
   • VPN access requests
   • Admin rights request process
   • Shared drive access

3. Security Procedures

   • Phishing reporting
   • Lost device protocol
   • Security incident reporting
   • Data breach response
   • Suspicious activity reporting

4. Hardware Guides

   • Laptop setup guides
   • Monitor and peripheral setup
   • Mobile device configuration
   • Hardware replacement process
   • Warranty and repair procedures

Create the knowledge base:

1. Navigate to Knowledge Bases → Create New
2. Name: "IT Support Runbooks"
3. Upload documents:
   • IT_Runbook_Common_Issues.pdf
   • VPN_Troubleshooting_Guide.pdf
   • Email_Configuration_Guide.pdf
   • Network_Troubleshooting.pdf
   • Access_Request_Procedures.pdf
   • Security_Incident_Procedures.pdf
4. Configure chunking: Automatic (procedure-based chunking works well)
5. Wait for processing to complete

# Issue: Cannot Connect to VPN

## Symptoms
- VPN client shows "Connection failed"
- Error message: "Authentication failed"
- Unable to access internal resources

## Common Causes
1. Expired password
2. VPN client out of date
3. Network blocking VPN ports
4. VPN account not activated

## Resolution Steps

### Step 1: Verify Credentials
1. Ensure you're using your network username (not email)
2. Check if password has expired
3. Try logging into the employee portal to verify password

### Step 2: Update VPN Client
1. Open VPN client
2. Go to Help → Check for Updates
3. If update available, install and restart

### Step 3: Check Network Connection
1. Ensure you're connected to internet
2. Try accessing a website (e.g., google.com)
3. If on corporate guest Wi-Fi, VPN may be blocked

### Step 4: Verify VPN Account Status
1. New employees: VPN activated 24h after start date
2. Check with IT if account is active
3. Contractors: Ensure VPN access was requested

## When to Escalate
- None of the above steps work
- Error message is different from above
- VPN was working before and suddenly stopped

## Related Issues
- See also: Network Connectivity Issues
- See also: Password Reset Procedures

Create the triage agent

Build an agent that classifies incoming support requests.

Agent configuration:

Name: IT Support Triage Agent Model: GPT-4 or Claude 3.5 Sonnet

Persona:

You are an IT support triage specialist who classifies incoming IT support requests.

Analyze the support request and classify it across three dimensions:

1. CATEGORY (primary issue type):
   - NETWORK: Wi-Fi, VPN, connectivity issues
   - ACCESS: Passwords, permissions, account access
   - SOFTWARE: Application issues, installations, licenses
   - HARDWARE: Laptop, monitor, peripherals, phone
   - EMAIL: Email configuration, delivery, mailbox issues
   - SECURITY: Phishing, malware, suspicious activity, lost device
   - PRINTING: Printer setup, connection, print queue
   - OTHER: Anything not clearly fitting above categories

2. SEVERITY:
   - CRITICAL: System down, security incident, business-blocking issue
   - HIGH: Major functionality impaired, affecting multiple users
   - MEDIUM: Issue affecting single user, workaround available
   - LOW: Minor issue, feature request, question

3. RESOLVABILITY (can this be auto-resolved?):
   - AUTO: Common issue with documented solution (e.g., VPN setup, password reset)
   - ESCALATE: Requires human expertise or special access
   - UNCERTAIN: Need more information to determine

4. CONFIDENCE (how confident are you in this classification?):
   - HIGH: Clear, well-described issue matching known patterns
   - MEDIUM: Issue description is somewhat vague but likely classification
   - LOW: Unclear description, ambiguous symptoms

Output structured JSON:
{
  "category": "NETWORK",
  "severity": "MEDIUM",
  "resolvability": "AUTO",
  "confidence": "HIGH",
  "summary": "User unable to connect to VPN - authentication failed error",
  "extracted_info": {
    "error_message": "Authentication failed",
    "affected_system": "VPN",
    "user_platform": "Windows laptop"
  },
  "reasoning": "Clear VPN connection issue with specific error message. This is a common issue with documented troubleshooting steps."
}

Important:
- ALWAYS classify SECURITY issues as CRITICAL severity
- Be conservative with AUTO resolvability - when in doubt, choose ESCALATE
- If you need more information, mark as UNCERTAIN and suggest questions to ask

Configuration:

• Temperature: 0.2 (consistent classification)
• Structured output: Enabled (JSON schema)
• Timeout: 15 seconds

Create the resolution agent

Build an agent that attempts to resolve issues using the knowledge base.

Agent configuration:

Name: IT Issue Resolution Agent Model: GPT-4 or Claude 3.5 Sonnet Knowledge Base: IT Support Runbooks (RAG enabled)

Persona:

You are an IT support specialist who helps users resolve technical issues using documented procedures.

Your task:
1. Search the IT knowledge base for solutions to the reported issue
2. Provide clear, step-by-step instructions
3. Include troubleshooting steps in logical order
4. Explain WHY each step helps (builds user understanding)
5. Specify when to escalate if steps don't work
6. Be encouraging and patient

Response format:

Hi [User Name],

I can help you with this issue. Here's what to try:

[Step-by-step instructions from knowledge base]

**What to expect:**
[What should happen if steps work]

**If this doesn't work:**
[When to escalate and how]

**Why this happens:**
[Brief explanation of the issue - helps prevent recurrence]

Let me know if this resolves the issue or if you need further assistance!

Best regards,
IT Support

Important guidelines:
- Only provide solutions from the knowledge base (no hallucination)
- If no solution in KB, say so and escalate
- Include screenshots or links if referenced in KB
- Adapt technical language to user's expertise level
- Always cite the source document
- If multiple solutions exist, provide the most common/simple one first

Configuration:

• Temperature: 0.3 (balanced creativity and consistency)
• RAG settings:
  • Retrieve: 5 chunks
  • Relevance threshold: 0.75
  • Enable reranking
• Max tokens: 1000
• Timeout: 30 seconds

Build the workflow with conditional routing

Construct the triage and routing workflow.

Node 1: Trigger

• Type: Manual Trigger or API Trigger
• Inputs:
  • user_name (text)
  • user_email (text)
  • issue_description (text, long)
  • ticket_id (text, optional - if integrated with ticketing system)

Node 2: Triage Agent

• Agent: IT Support Triage Agent
• Input: {{trigger.issue_description}}
• Output variable: triage_result

Node 3: Condition - Known Issue?

• Condition:

  {{triage_result.resolvability}} == "AUTO"
  AND
  {{triage_result.confidence}} == "HIGH"

• True branch: Attempt auto-resolution
• False branch: Go to severity check

Node 4 (True branch): Resolution Agent

• Agent: IT Issue Resolution Agent
• Input:

  User Name: {{trigger.user_name}}
  Issue: {{trigger.issue_description}}
  Category: {{triage_result.category}}
  Summary: {{triage_result.summary}}

• Enable RAG: Yes
• Output variable: resolution

Node 5 (True branch): Send Auto-Reply

• Tool: Email or Chat response
• To: {{trigger.user_email}}
• Subject: Re: Your IT Support Request - Possible Solution
• Body:

  {{resolution}}
  
  ---
  Ticket ID: {{trigger.ticket_id}}
  This is an automated response. If the issue persists, reply to this email and it will be escalated to our support team.

Node 6 (False branch): Condition - Severity Check

• Condition:

  {{triage_result.severity}} == "CRITICAL"

• True branch: Critical escalation
• False branch: Normal ticket creation

Node 7 (Critical branch): Alert On-Call Team

• Tool: Notification (Slack, PagerDuty, Email)
• Message:

  🚨 CRITICAL IT ISSUE
  
  Ticket: {{trigger.ticket_id}}
  User: {{trigger.user_name}}
  Category: {{triage_result.category}}
  Issue: {{triage_result.summary}}
  
  Full Description:
  {{trigger.issue_description}}
  
  Action Required: Immediate response needed

Node 8 (Normal branch): Create Ticket with Context

• Tool: Ticketing system API or Email to IT queue
• Create ticket with:

  Title: [{{triage_result.category}}] {{triage_result.summary}}
  Description: {{trigger.issue_description}}
  Reporter: {{trigger.user_name}} ({{trigger.user_email}})
  Priority: {{triage_result.severity}}
  Labels: {{triage_result.category}}, auto-triaged
  
  AI Triage Analysis:
  - Category: {{triage_result.category}}
  - Severity: {{triage_result.severity}}
  - Confidence: {{triage_result.confidence}}
  - Reasoning: {{triage_result.reasoning}}

Node 9 (Both escalation branches): Notify User

• Tool: Email
• Subject: Your IT Support Request Has Been Received
• Body:

  Hi {{trigger.user_name}},
  
  Thank you for contacting IT support.
  
  Your issue has been classified as:
  - Category: {{triage_result.category}}
  - Priority: {{triage_result.severity}}
  - Ticket ID: {{trigger.ticket_id}}
  
  {{#if triage_result.severity == "CRITICAL"}}
  This is a critical issue and our on-call team has been alerted. You should receive a response within 30 minutes.
  {{else}}
  Your ticket has been assigned to our support team. Expected response time: 4-8 business hours.
  {{/if}}
  
  We'll update you as soon as we have more information.
  
  Best regards,
  IT Support Team

Add confidence-based quality assurance

Ensure auto-resolved issues were actually resolved.

Enhancement: Follow-up confirmation

After auto-resolution (Node 5), add a Human Task node that asks the requester to confirm the issue was actually resolved. MagOneAI has no standalone timer/delay node, so the wait is handled by the Human Task's own timeout.

Node 5a: Human Task - Confirm Resolution

• Task type: Approval
• Assignee: The requester's user ID
• Title: Was your IT issue resolved?
• Description:

  Earlier we provided automated assistance for your IT issue:
  "{{triage_result.summary}}"
  
  Was this resolved successfully?

• Decision question: A choice question with options "Yes, resolved" and "No, still having issues"
• Timeout: Set timeout_minutes (e.g. 1440 for 24 hours) so the task auto-resolves if the requester doesn't respond
• On "No" or timeout: Route to ticket creation (escalate) via an approval branch
• On "Yes": Close ticket, mark as successfully auto-resolved

This creates a quality assurance loop and catches cases where the auto-resolution didn't work.

Test with common IT scenarios

Validate the workflow with realistic support requests.

Test Case 1: Common issue (VPN)

• Input:

  User: John Smith
  Email: john@company.com
  Issue: "I can't connect to the VPN. It says 'Authentication failed'. I'm working from home on my company laptop."

• Expected:
  • Triage: NETWORK, MEDIUM severity, AUTO resolvable, HIGH confidence
  • Resolution: VPN troubleshooting steps from knowledge base
  • Output: Auto-reply with step-by-step instructions
• Verify:
  • ✅ Correct classification
  • ✅ Relevant KB article retrieved
  • ✅ Clear instructions provided
  • ✅ Follow-up scheduled

Test Case 2: Critical security issue

• Input:

  User: Sarah Johnson
  Email: sarah@company.com
  Issue: "I clicked on a link in an email and now my computer is acting strange. Lots of pop-ups and it's very slow. I think it might be malware."

• Expected:
  • Triage: SECURITY, CRITICAL severity, ESCALATE, HIGH confidence
  • Route: Immediate alert to on-call
  • Output: Critical alert sent + user notified of urgent handling
• Verify:
  • ✅ Correctly identified as security incident
  • ✅ Marked as CRITICAL
  • ✅ On-call team alerted immediately
  • ✅ User notified of urgent response

Test Case 3: Hardware issue (escalation)

• Input:

  User: Mike Chen
  Email: mike@company.com
  Issue: "My laptop won't turn on. I've tried charging it overnight but still nothing. The power light doesn't come on at all."

• Expected:
  • Triage: HARDWARE, HIGH severity, ESCALATE, HIGH confidence
  • Route: Create ticket with context
  • Output: Ticket created + user notified
• Verify:
  • ✅ Correctly classified as hardware
  • ✅ Marked for escalation (can't auto-resolve hardware)
  • ✅ Ticket includes full triage analysis
  • ✅ User notified with expected timeline

Test Case 4: Vague description (low confidence)

• Input:

  User: Lisa Park
  Email: lisa@company.com
  Issue: "My computer is slow"

• Expected:
  • Triage: OTHER/SOFTWARE, MEDIUM severity, UNCERTAIN, LOW confidence
  • Route: Create ticket (don't attempt auto-resolution due to low confidence)
  • Output: Ticket created asking for more information
• Verify:
  • ✅ Doesn't attempt auto-resolution (low confidence)
  • ✅ Ticket includes request for more details
  • ✅ User asked to provide additional context

Test Case 5: Password reset

• Input:

  User: David Lee
  Email: david@company.com
  Issue: "I forgot my password and I'm locked out. How do I reset it?"

• Expected:
  • Triage: ACCESS, MEDIUM severity, AUTO, HIGH confidence
  • Resolution: Password reset instructions from KB
  • Output: Auto-reply with self-service reset link and instructions
• Verify:
  • ✅ Auto-resolved with password reset procedure
  • ✅ Includes link to self-service portal
  • ✅ Clear instructions provided

Integrate with ticketing system (optional)

Connect to your existing ticketing system for seamless operations.

Supported integrations:

• Jira Service Management
• ServiceNow
• Zendesk
• Freshdesk
• Custom ticketing systems (via API)

Integration approach:

1. Add API Tool for your ticketing system

   • Configure authentication (API key, OAuth)
   • Map fields (title, description, priority, category)

2. Modify workflow nodes:

   • Node 8 (Create Ticket): Use ticketing API instead of email
   • Trigger: Accept tickets from ticketing system webhook
   • Auto-resolution: Update ticket status to "Resolved - Auto"
   • Escalation: Update ticket and assign to appropriate team

3. Bidirectional sync:

   • Ticket updates from system → MagOneAI
   • MagOneAI resolution → Update ticket
   • Comments and attachments synced

Benefits:

• Centralized ticket management
• No duplicate systems
• Full audit trail
• Reporting and analytics
• SLA tracking