AI Agent Playbook - How to Use the AI Agent for IT Triage Requests

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:

1. The Agent automatically creates a request on their behalf.

2. It associates the request with the right service based on your service catalog.

3. It sets the priority according to the type or severity of the issue.

4. 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

• Requests are never lost or forgotten.

• IT teams get clean, consistent categorization.

• Reporting becomes reliable, with accurate data for services, priorities, and tags.

Best Practices

💡 Make sure:

• The service categories are not restricted for the AI Agent.

• The Slack channel where the Agent operates allows auto-creation of requests.

Example in Action

Employee: “My laptop camera stopped working.”

AI Agent → Creates a ticket under Hardware / Device issue, sets priority Medium, and adds tags hardware, camera.

✅ Result: Requests are instantly triaged and categorized, giving IT teams a clear view of incoming demand.