# Triage and route incoming tickets agent

Agent blueprint, validated with 6 team members · Task: Triage and route incoming tickets · IT Service Desk · readiness 84/100 (AI assist (a person acts))

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

**Trigger:** A new incident arrives in ServiceNow

**Inputs:** Record number; Fields: Category, Priority, Assignment group

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

## Steps

1. Read the incident details (ServiceNow, connector)
2. Send the proposed changes to a person to approve (Teams, person)
3. Set Category (ServiceNow, connector)
4. Set Priority (ServiceNow, connector)
5. Set Assignment group (ServiceNow, connector)

## Approvals

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

## Prerequisites

- A service account with the needed rights in ServiceNow

## Risks

- Edge cases not seen in the observed week

## Measure after launch

- 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

## Decisions

| Decide | Rule | Source |
| --- | --- | --- |
| Category | From what the user describes: can't log in is Access, laptop issues are Hardware. | team |
| Priority | Impact and urgency matrix; outages are P1. | 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 + data |

## Exceptions

- When Security incidents skip the queue and go straight to the security team. (Almost never): Hand to a person with what the agent found
- When 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
- When 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

## Effort and return

- Size S, about 1-2 weeks (Microsoft 365 Copilot, Copilot Studio)
- Team time on this task now: 20 h/week; expected back: 3-6 h/week

## Evidence

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