How AI Triage Works
Understand what happens when a new ticket triggers the AI triage engine.
How AI Triage Works
When a new ticket is created, the AI Autonomy Engine runs automatically:
- Classification — AI reads the ticket and assigns a category (e.g. Connectivity, Hardware) with a confidence score.
- Device resolution — If the ticket mentions a hostname, the engine matches it to a monitored device.
- Diagnostic run — A playbook suited to the category runs on the matched device (ping check, service status, log scan).
- Triage note — The AI posts an internal note with classification, diagnostic output, and suggested next steps.
- Rating — Engineers rate the note (👍/👎) to improve future classifications.
Every AI action is gated by the policy engine. High-risk actions require approval before executing.
Where to go next
- Understand the whole module → How AI Autonomy Works
- Next in this module → Configure the AI Policy Engine
- Use AI Ticket Triage
- Diagnostic Playbooks
- See where this fits in the bigger picture → Start Here: What Plenix Is and How It Fits Together
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