IT Service Desk · Agent blueprint · validated with 6 team members

Triage and route incoming tickets agent

Handles each case in ServiceNow, with a person approving changes.

84readiness · AI assist (a person acts)

3–6 hback per week, of 20 h now

$9K–17Ka year

1–2 wkto build · size S

Trigger

A new incident arrives in ServiceNow

Done when: Category, priority and group set, and the ticket left the unassigned queue.

Needs: Record number; Fields: Category, Priority, Assignment group

What the agent does

1
Read the incident details · ServiceNowconnector
2
Send the proposed changes to a person to approve · Teamsperson
3
Set Category · ServiceNowconnector
4
Set Priority · ServiceNowconnector
5
Set Assignment group · ServiceNowconnector

Decisions the agent makes

Decide	Rule	Source
Category	From what the user describes: can't log in is Access, laptop issues are Hardware.	The team
Priority	Impact and urgency matrix; outages are P1.	The team
Assignment group	By category: Hardware to Desktop Support, Network to Network Ops, apps to App Support. Data: when Category is Access, Assignment group is Service Desk in 90% of 125 cases; when Category is Software, Assignment group is App Support in 94% of 72 cases; when Category is Hardware, Assignment group is Desktop Support in 93% of 70 cases.	Team, confirmed by data

Where a person signs off

A person approves every change to accounts, access or records (company policy).

Exceptions

When	What the agent does
Security incidents skip the queue and go straight to the security team. (Almost never)	Hand to a person with what the agent found
the case waits for someone (7% of cases, about 1.1 h)	Send a reminder after 2 hours and post the status on the ticket
the case waits for an approval (100% of waits, per the team)	Track it and remind after 2 hours

Build with

Microsoft 365 Copilot: Drafts and summaries for the person approving
Copilot Studio: Agent logic, approvals and the person's view in Teams
Power Automate: Runs the steps and connects the systems

Skills: Microsoft 365 Copilot, Copilot Studio

Before building

A service account with the needed rights in ServiceNow

Risks

Edge cases not seen in the observed week

How we'll know it worked

Team hours on this task (now 20 h a week)
Typical work per case (now 3.1 min)
Share of cases finished without a person beyond the approval

Evidence

87% of cases follow the same steps
20 team hours a week
17% of cases redo steps

Observed main path (87% of cases): Incident (ServiceNow) → Edit Category → Edit Priority → Edit Assignment group

Handover spec for the builder (text) →

Designed by AI from how the team did this work (2026-10-19 to 2026-10-24), the company's tools and its rules. A starting point for the builder: confirm system access and approvals before building.