IT and support
Triaging tickets, maintaining knowledge, narrowing incidents, reviewing code: the area with the fastest return and the best data.
·1 min read·By Redaktion KI-Kompass
DETAIL4 sections
What works well
| Task | Value |
|---|---|
| Triaging and assigning tickets | very high |
| Proposing a solution from the knowledge base | high |
| Drafting knowledge articles from resolved tickets | high |
| Grouping logs by error pattern | high |
| Narrowing down incidents | high |
| Reviewing code changes | high |
| Drafting documentation | medium |
Introduction
- 01
Analyse the history
Group two years of resolved tickets. That often yields a finding already, with no model trained.
- 02
Automate triage
With a confidence threshold: above it automatic, below it for review.
- 03
Connect the knowledge base
Proposals only from your own knowledge base, with a source. No source, no answer.
- 04
Collect the corrections
Every correction is a label. Collected systematically, after a year you have a dataset nobody can buy.
- Mask identifiers, credentials and personal details before analysis.
- Exclude stale knowledge articles from retrieval, do not merely mark them.
- Track the reopen rate rather than the automation rate.
The protection needs of technical data
| Data | Risk | Measure |
|---|---|---|
| Source code | Trade secret | Checked provider, training exclusion evidenced |
| Logs | Identifiers, credentials, personal data | Mask before processing |
| Configurations | Attack surface | Keep within your own network |
| Ticket text | Customer and staff data | Pseudonymise, set retention |
| Access data | Conduct monitoring possible | Check co-determination |
Security-side points
- A tool that reads logs also reads what ends up in logs by accident. Masking belongs before processing, not after.
- An assistant with write permissions in systems is an agent. Per-tool permissions, a step limit, confirmation before irreversible actions.
- Reported suspicious messages are processed in an isolated environment, not in the workstation context.
- Prompt injection is particularly relevant here: a ticket is external text and can contain an instruction aimed at the system.
See Agents in depth.
Choosing a task in IT and support
FREE ACCOUNT
Selection sheet and templates: IT and support
A sheet that picks the first task out of the ones IT and support actually has, with two tested templates and the review steps for them.
Worksheet3 items
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