AI Service Desk

Triage Rules

Describe the general ticket handling logic, such as category, ticket type, and priority.

Ticket Type
- Determine whether the ticket is an Incident or a Service Request based on the content.
- Use Incident for errors, system failures, login issues, missing email, VPN failures, network outages, blue screens, printer failures, inaccessible shared drives, or features that previously worked but no longer do.
- Use Service Request for new accounts, permission changes, software installs, device replacements, access requests, configuration changes, mailbox setup, MFA resets, password resets, shared folder creation, printer additions, user creation, or procurement-related requests.
- If the ticket indicates a security risk such as phishing, account compromise, abnormal login, malware, ransomware, suspicious links, mailbox compromise, or data exposure risk, handle it as Incident.
- If a ticket could fit both Incident and Service Request, choose Incident when it reflects a real fault or outage.

Category
- Classify by the most central issue; avoid overly granular categorization.
- Use Access or Email-related categories for account, password, login, or email access issues.
- Use Hardware for computers, monitors, printers, keyboards, mice, or docking stations.
- Use Network for VPN, Wi-Fi, internet outages, or widespread office connectivity issues.
- Use Infrastructure for servers, backups, virtual machines, storage, shared drives, or core infrastructure issues.
- Use Application for software errors, inaccessible business systems, or application malfunctions.
- Use Security for suspicious emails, malware, account exposure, or abnormal permission-related issues.
- If details are unclear, choose the most conservative and closest matching category.

Priority
- Set priority based on scope of impact.
- Use High or Critical when many users are affected, core business is disrupted, an executive or key user is impacted, a security incident is suspected, or there is a major server or network outage.
- Use Medium when a single user cannot work but the impact is limited.
- Use Low for minor issues, questions, slight anomalies, or problems that do not prevent work.
- Raise priority for suspected security-related tickets.
- If information is unclear, do not assign high priority without justification.

Saved•AI optimized 5/29/2026, 7:08:30 AM

Routing Rules

Describe who should receive the ticket, including queue routing and any named-agent behavior.

Queue
- Route by issue type to the appropriate queue.
- Assign password, login, email access, MFA, common workstation issues, printers, and single-user software issues to Level I Support.
- Assign most routine issues that need human troubleshooting but do not yet have a clear root cause to Level I Support.
- Assign server, backup, virtualization, shared drive, network device, VPN, site-wide network issues, multi-user impact, and infrastructure-related issues to Level II Support or Infrastructure.
- Assign phishing, account compromise, suspicious logins, malware, permission anomalies, suspicious email, and data leakage risk to Security.
- Do not route security-related tickets to the general service desk.
- Assign new user setup, access requests, software installs, onboarding/offboarding, mailbox provisioning, device preparation, and standard service requests to Service Request or Helpdesk.
- If there is no separate Service Request queue, assign those tickets to Level I Support.
- If the ticket clearly references a specific system with a dedicated owner or specialized queue, route it there.
- If unsure about a specialized queue, send the ticket to a general queue instead of guessing.
- If the correct queue is unclear, default to Level I Support for triage.
- Prefer a general queue over incorrectly routing directly to Security or Infrastructure.

Agent
- Temporarily assign all tickets to James Jiang.
- Only use James Jiang when that agent exists in the allowed agent list for this provider.
- If James Jiang is not available in the allowed agent list, leave the ticket unassigned.

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