> For the complete documentation index, see [llms.txt](https://docs.siit.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.siit.io/guides/ai/ai-agent-it-triage.md).
# Triage requests with the IT Agent
Use the IT Triage playbook so the AI IT Agent creates requests from employee messages in Siit or Slack and sets the service, priority and tags without any form
### 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 Agent is set to respond to every message in its Slack channel.
### 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.
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# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
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