AI agent analysis when incident is updated

Sanket Pawar
Tera Contributor

7 hours ago

The requirement using AI Agent Workflow is , when a incident is updated by caller while incident is in resolved or on hold state then, the ai agent should automatically detect the updated value or field and then determine whether the incident fields assignment group , priority, category, service offering are still correct, can anyone guide me to achieve this use case

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Matthew_13
Mega Sage

56m ago

Hi Buddy,

You can handle this with an AI Agent workflow triggered on Incident update.

Good approach:

  • Trigger when an Incident in Resolved / On Hold is updated by the caller.

  • Capture what fields changed (comments, description, service, etc.).

  • Pass the changes and current incident data to the AI agent.

  • Let the agent evaluate whether Assignment group, Priority, Category, Service offering are still correct.

  • If confidence is high, auto-update the fields; otherwise, route to a triage group for review.

  • Exclude system/AI updates to avoid loops.

This keeps it automated, safe, and auditable.

 

@Sanket Pawar - Please mark Accepted Solution and Thumbs Up if you found Helpful 🙂

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