IT Ticket Prioritization Agent

Agent Description:

The IT Ticket Prioritization Agent automates the process of ranking and escalating IT support tickets based on their urgency and impact. It integrates with JIRA and SQL systems to analyze ticket details, classify them by severity, and manage their escalation or queuing. This ensures that critical issues receive immediate attention, while standard requests are efficiently routed for resolution.

Purpose and Components
  • Purpose: To streamline IT service management by automatically analyzing, prioritizing, and escalating tickets for faster incident resolution and improved SLA compliance.
  • Components:

    • Data fetch module for extracting ticket information from JIRA and SQL.

    • Priority analyzer engine for urgency and impact scoring.

    • Escalation and queue manager for workflow routing and notifications.

Supported Capabilities

  • Connecting to JIRA and SQL databases to retrieve active and new tickets.

  • Performing text-based and rule-based urgency analysis.

  • Ranking tickets by business impact, SLA risk, and frequency.

  • Automatically escalating critical tickets to IT operations teams.

  • Queuing non-critical tickets for resolution based on defined policies.

  • Sending real-time notifications through Slack or email.

  • Logging all prioritization and escalation actions for audit tracking.

LLM Used
  • Google Vertex
    Note: To learn more about the LLM and to modify its behavior, refer to the Configuring LLM settings section.

Sub-Agents

1. Ticket Data Fetcher Agent

  • Role:Retrieves IT ticket data from JIRA and SQL sources.
  • Scope:Collect active, pending, and new tickets with full metadata for analysis.
  • Description: This sub-agent connects to JIRA via REST APIs and SQL systems to gather ticket details such as issue type, description, category, status, and SLA. It consolidates all relevant data into a structured dataset for downstream priority analysis.
  • LLM Used: Default (inherits from parent).
  • Tools used: JIRA API, Query SQL, Info SQL

2. Priority Analyzer Agent

  • Role:Classifies tickets by urgency and assigns priority scores.
  • Scope: Apply logic and linguistic analysis to evaluate business impact and SLA risk.
  • Description: This sub-agent analyzes each ticket’s text, severity indicators, and historical patterns to compute a composite priority score. It categorizes tickets as Critical, High, Medium, or Low and recommends appropriate routing actions for each class.
  • LLM Used: Default (inherits from parent).
  • Tools used: Query SQL

3. Escalation Manager Agent

  • Role:Executes ticket escalation or queueing actions.
  • Scope:Manage automated escalation for critical tickets and route lower-priority ones to resolution queues.
  • Description: This sub-agent reviews the output of the analyzer and takes corrective actions. Critical issues trigger instant notifications and escalations, while lower-priority tickets are moved to their respective queues. It maintains a log of all escalations, reassignments, and acknowledgments.
  • LLM Used: Default (inherits from parent).
  • Tools used: JIRA API, Slack API, Email Sender, Scheduler
Tools Used:

  • JIRA API Tool: Retrieves and updates ticket data.

  • Query SQL Tool: Accesses historical and SLA-related ticket data.

Note: For details on modifying the Tools, refer Tools Library section.
Agent Workflow Behavior Summary

  1. Ticket Data Fetcher Agent collects tickets and consolidates them into a unified dataset.

  2. Priority Analyzer Agent analyzes urgency, computes scores, and classifies tickets.

  3. Escalation Manager Agent routes critical issues for escalation and queues the rest.

  4. The main agent supervises, logs actions, and ensures SLA-aligned response times.
Sample Questions:

  • Show all critical tickets pending escalation.

  • What are the top 5 high-impact issues this week?