About this Playbook
The AI Agent can automatically create and categorize IT requests as soon as employees message in Siit or in a dedicated Slack channel.
This use case — called IT Triage — ensures that every request is tracked, qualified, and routed without any manual input.
How It Works
When an employee sends a message to the IT channel or directly to the AI Agent:
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The Agent automatically creates a request on their behalf.
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It associates the request with the right service based on your service catalog.
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It sets the priority according to the type or severity of the issue.
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It adds the appropriate tags for analytics and reporting.
Employees don’t need to interact or fill in any form — everything happens instantly.
Why It’s Useful
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Requests are never lost or forgotten.
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IT teams get clean, consistent categorization.
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Reporting becomes reliable, with accurate data for services, priorities, and tags.
Best Practices
Make sure:
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The service categories are not restricted for the AI Agent.
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The Slack channel where the Agent operates with every messages.
Example in Action
Employee: “My laptop camera stopped working.”
AI Agent → Creates a ticket under Hardware Replacement service with appropriate qualification aspect.
Result: Requests are instantly triaged and categorized, giving IT teams a clear view of incoming demand.