IT Resolution Agent

Tasks

• Fetch IT ticket details from ServiceNow using APIs.
• Update IT ticket details based on Agent response using API
• Send Email to IT team acknowledging the ticket

This IT Resolution Automation addresses a common enterprise challenge: high volumes of repetitive ServiceNow tickets slow down IT teams, delay critical issue handling, and increase operational costs. In a traditional setup, IT analysts must manually open each ticket, assess urgency, search for known fixes, respond to users, and decide whether escalation is required. This manual triage consumes hours every day and often results in inconsistent resolution quality and delayed responses for business users.

The automation is triggered without manual input and fetches one or more IT service tickets directly from ServiceNow using APIs. Each ticket is processed sequentially, where the automation analyzes urgency and issue context. Critical tickets are immediately assigned to the IT team to ensure zero delay. For non-critical tickets, the automation searches a resolution knowledge base and shares step-by-step fixes with the business user, introducing a controlled human-in-the-loop confirmation step.

Once the user confirms the resolution works, the automation updates the ticket status and closes it in ServiceNow. If the resolution fails, the ticket is automatically escalated to the IT team with full context. The outputs include resolved or reassigned tickets, updated statuses, and reduced manual intervention.

This automation significantly improves IT efficiency by reducing manual triage, accelerating resolution time, and ensuring critical issues receive immediate attention, enabling IT teams to focus on high-value work while delivering faster, more reliable support.