Triage Agent

Overview

The Triage Agent acts on requests after the auto-classifier has set the team. It applies team-specific intelligence to a request that has already arrived at the right team. It does not handle team assignment itself.

The agent is enabled and configured in Agent Designer. Each of its skills can be set independently per team.

Skills

Duplicate Detection

Identifies whether an incoming request is a duplicate of an existing open request on the same team. This is the skill that keeps two specialists from working the same incident from two tickets.

CI Linking

Suggests configuration items relevant to a request, based on the request's subject, description, and historical patterns. Useful on teams where CI linkage is required for reporting but is inconsistently filled in by hand.

Impact Assessment

Estimates the business impact of a request from the affected CIs, the requester's role, and historical incident patterns.

Action modes and thresholds

Each skill runs in either Suggest mode, which posts a recommendation for a person to review, or Auto Confirm mode, which performs the action directly. Each skill also has a confidence threshold below which the agent takes no action.

A common starting configuration is Suggest mode on every skill for the first few weeks, with the threshold left at its default, then Auto Confirm on the skill whose suggestions the team has been accepting without correction.

Assignment

The Triage Agent can be added to a team as a member, then assigned to individual requests by a human team member. It appears in the Member picker on requests and on workflow tasks.

Measuring the agent

Triage Agent runs feed the Avg Success Rate and Time Saved/Week tiles on the Agent Designer dashboard. A run that took no action is excluded from the success rate; an action a person corrects within seven days counts as a failure. See Agent Designer for the full calculation.