Why AI-Assisted Triage
When someone reports an issue or submits a request, AI analyzes the description and suggests a category, severity (or priority), and title. This speeds up triage—managers can accept suggestions with one click instead of manually classifying every submission. The suggestions are based on your site's categories and their descriptions, so the more you configure, the better the AI performs.
How It Works
After submission, each issue or request shows three columns:
Reported — What the person said (category, severity/priority, location, asset)
Suggested — What AI recommends, with brief explanations
Triaged — What a manager has confirmed or overridden
There's no separate "triage step"—"triaged" simply means the manager has set the final values. You can skip triage and go straight to resolution if the suggestions look correct.
How to Review and Override AI Suggestions
Open the issue or request from Service Desk > Issues or Requests
Review the Suggested column (category, severity/priority, title)
To accept: set the Triaged values to match the suggestions
To override: change Triaged to the correct values
Save your changes
Workflow rules run after AI triage, so you can route based on AI suggestions (e.g. "all high-severity issues → assign to Facilities Manager").
Before You Start
You need the Manager role for Service Desk to set triaged values. Members see the suggestions but cannot override them.
Common Questions
Does AI learn from past submissions? Not yet. Suggestions are based on your category descriptions and the current prompt. Learning from past triage decisions is on the roadmap.
What if AI suggests the wrong category? Override it in the Triaged column. The reported and suggested values remain visible for audit.
Can I skip triage entirely? Yes. If the reported or suggested values are correct, you can assign and resolve without manually setting triaged values.