Triage Agent

Availability: Xurrent Agents are currently available in the QA and demo environments. They are not yet available in production. Follow the release notes for updates on production availability.

What it does

The Triage Agent prepares a request that has reached the right team. It checks whether the request duplicates one already open, links the affected configuration items, and assesses the impact, so specialists start from a request that is already sorted.

When it runs

The agent runs when a team member assigns a request to it by selecting it as the request's member. Assigning it again runs it again. Assignment by automation rules does not start it.

Skills

Duplicate detection

Finds an open request that the new one duplicates and groups the two, so two specialists do not work the same issue from two tickets.

CI linking

Links the configuration items the request is about, based on its subject and description.

Impact assessment

Sets the request's impact from what is affected and who is affected.

Each skill runs in Suggest or Auto Confirm mode. A common way to start is Suggest on every skill for the first few weeks, then Auto Confirm on the skill whose suggestions the team accepts without changes.

Before you begin

• Sera AI is enabled for the account in account settings.
• You have the Account Administrator or Account Designer role.

Set up

1. In the settings console, open Agent Designer and select the Triage Agent.
2. Switch on the skills you want and choose an action mode for each. Where a skill has a confidence threshold, leave it at the default to begin with.
3. Click Enable agent.
4. In the Scope section, choose the teams the agent should work for. Until you choose at least one, the agent does nothing.
5. Click Save.

Review its work

• Suggestions appear in Agent Actions in the Inbox for the request's member and team. A suggestion closes when someone takes the suggested action on the request, or can be dismissed.
• Every run, including runs that changed nothing, is listed in the Agent Audit Log in the request's Actions menu.

If someone changes a field the agent set within seven days, the change counts as a correction in the Agent Designer dashboard.

Limits

• The agent does not choose the team. It works on requests that have already reached the right team.

Related pages

• Agent Designer
• Intake Agent
• Resolution Agent
• Configuration Item