Prebuilt AI Agents Overview

Ticket Creation Assistant

Creates a SysAid ticket through a guided conversational flow, collecting necessary information from users and providing ticket confirmation with ID and link. Features intelligent category selection that automatically finds the best matching category based on ticket description. Use this tool when users express intent to create a help desk ticket. The tool will handle the API interaction after collecting all necessary details.

Count Service Records

Counts service records based on multiple filter conditions. All specified conditions must be met for service records to be counted. Sample questions: 'How many high-priority service records are currently open?', 'Count service records assigned to John that were closed last week', 'How many service records in the New York location have more than 3 assignments?'

Filter and Retrieve Service Records

Retrieves a list of SysAid service records, including only fields with non-null or non-empty values. Supports filtering by status class, location, priority, urgency, assignee user, request user, insert time range, close time range, update time range, due date range, assign counter, source, and search by a partial string in the title with case sensitivity. Implements pagination with limit and offset parameters. The function now supports searching service records by matching a partial string in the title with case sensitivity using Op.like.

Perform Advanced Service Record Analytics

Performs analytics queries on SysAid service records with enhanced grouping capabilities. Supports filtering by status, priority, location, urgency, assignee name, request user name, time ranges, assignment counters, and source. Allows grouping the results by a selected field, including 'insertTime', 'closeTime', and 'updateTime'. When grouping by date or datetime fields, it correctly implements the 'dateGroupBy' configuration to allow grouping by specified intervals such as day, week_of_year, month, and year without altering the original field names. Additionally, it handles list field captions by fetching and mapping them to their corresponding display values. When grouping by user fields ('assigneeName' or 'requestUserName'), the results include the user's first name and last name fetched from the SysAid user table. Provides detailed error reporting and supports pagination of results.

Recommend Service Record Assignment

Suggests the best administrator to assign a ticket based on current workload, historical experience with similar tickets, and category expertise. Uses both text similarity analysis and workload balancing to determine the most suitable assignee. Results include star ratings from ★★★★★ (excellent) to ★☆☆☆☆ (poor).

Find Duplicate Service Records

Analyzes open tickets to identify potential duplicates based on user, asset, and content similarity. Provides recommendations for merging tickets with detailed analysis and confidence scores.

Find Similar Resolved Service Records

Finds resolved Service Requests with similar issues to the current SR and retrieves their solutions to help resolve the current case. Uses LLM to compare issue descriptions and analyze similarity.

Detect Recurring Issues

Analyzes service request tickets to identify recurring patterns and issues based on frequency, timing, and content similarity. Detects problematic recurring issues across categories, users, and time periods to enable proactive issue management. Sample questions: 'What recurring IT issues have we seen this month?', 'Find issues that keep happening with the same users', 'Identify recurring problems from the last two weeks and their frequency patterns'.

Detect Top Delayed Service Records

Identifies service records (tickets) that have been open the longest without resolution. Analyzes tickets based on configurable criteria such as creation date, priority, and assigned team. Returns a structured report ranking tickets by longest open duration.

Analyze Reopened Service Records

Analyzes service records that were reopened after being marked as resolved. Returns total count, SR ID, and breakdowns by priority, status, category, user, asset, assigned group, location, impact, and urgency with counts and percentages. Sample questions: "How many SRs were reopened last month?", "Show me reopened tickets from Q1", "What categories have the most reopened SRs this year?", "Analyze reopened service requests with high priority in the last 90 days".

Analyze Service Record Category Trends

Analyzes trends in Service Record categories over a specified time period, identifying frequently used categories and emerging issues and providing comparative insights with previous time periods. Use this to understand which areas are receiving the most tickets and where volume is changing significantly.

Find Service Records with SLA Risk

Analyzes service requests (SRs) to identify those at risk of breaching their Service Level Agreement (SLA), categorizing them by risk level and providing detailed information about each ticket, along with recommendations for action. The analysis considers factors such as due dates, priority levels, current status, and historical resolution patterns.

Analyze Workload Distribution

Analyzes the workload distribution per assignee across all service request types, providing a sorted list of staff members with their assigned ticket counts, grouped by assignee name and admin group. By default, only open-class service requests are included.

Analyze Frequent User Service Record Submissions

Analyzes ticket submission patterns to identify users who have reported multiple tickets within specified timeframes. The tool examines tickets from any customizable time period (default: past 3 days), identifies users exceeding ticket thresholds within customizable time windows, and provides detailed pattern analysis, including submission timing and potential incident correlations.

Analyze Service Record Creation Peaks

Analyzes ticket creation patterns to identify peak times (time of day and day of week) and provides actionable insights. Sample questions: 'When do users create the most tickets?', 'What are our peak support hours?', 'Which day of the week has the highest ticket volume?', 'Should we adjust our staffing schedule based on ticket patterns?', 'What percentage of tickets come in after hours?'

Check Asset Warranty Expiration

Retrieves and analyzes warranty expiration information for assets, with a clear presentation of asset names and expiration dates. Supports filtering, sorting, and detailed asset information display.

Scan for Inactive PCs

Identifies PC assets that have not connected to the network within a specified time period. Returns detailed information about these inactive assets, including their location, ownership, and last connection details.

Find Assets with Missing Critical Information

Identifies assets with missing critical information (owner, description, location, warranty expiration) and provides a concise report. Returns a list of assets and their specific missing fields.

Scan Assets for Harmful Software

Scans SysAid assets for potentially harmful or unapproved software using pattern matching or AI-powered analysis. The function can use SysAid's LLM to automatically detect potentially harmful software without requiring predefined patterns. Returns detailed information about affected assets with customizable result fields.

Get Asset and CI Information by User

Retrieve assets and CIs (Configuration Items) owned by a specific user. This function differentiates between admin users (who can query any user's assets) and end users (who can only query their own assets). It can be used to find all equipment assigned to users, locate specific device types, or check hardware details of user equipment. Example questions: "What assets are assigned to John Smith?", "Show me all my assigned computers", "List all active equipment owned by user Joe."

Self-Service - Asset Hardware Diagnostics

Retrieves detailed hardware information about assets owned by the current user. Returns CPU details, memory information, storage capacity and free space (with corrected disk information), warranty/maintenance status, and other hardware specifications. Use this tool to identify potential hardware-related causes for user-reported issues.

Azure AD - Manage Group Membership

Manages Azure Active Directory group membership by adding or removing users from groups. Provides detailed validation of user account status and group existence. Can identify users by their object ID or email address (UPN). Can also check if a user is already a member of a group. By default, operations are allowed on disabled accounts but can be restricted by setting allowDisabledAccounts to false.

Azure AD - Search and List Group

Retrieves a list of groups from Azure AD with flexible search capabilities. The search matches any part of the group name using client-side filtering for better search flexibility. Provides filtering by group type and membership type. Members count is retrieved using a separate request when needed.

Azure AD - Create User

Creates a new user in Azure Active Directory with comprehensive user information. The tool handles user identity, contact details, job information, and account settings. A secure password will be generated if not provided and sent securely to the specified manager's email address.

Azure AD - Update User

Updates existing Azure Active Directory user accounts. This function supports modifying various user attributes, including identity information, contact details, job-related data, and account settings. You can identify the user either by their userPrincipalName or by their display name. Sample use cases include updating a user's job title, changing contact information, modifying office location, and enabling or disabling a user account.

Azure AD - Search User

Search and list users in Azure Active Directory with flexible filtering and search capabilities. Returns detailed user information, including phone numbers. Supports partial name matching using the ‘startsWith’ operator, filtering, and pagination.

Azure AD - Lock\Unlock User

Manages user account locking and unlocking operations in Azure AD. Users can be identified by their name, principal name (email), or object ID.

Azure AD - Reset User Password

Manages user password reset operations in Azure AD with automatic password generation. Users can be identified directly by name, principal name (email), or object ID. The tool can search for users by display name, given name, or surname before performing password operations, making it easier to find the relevant user without knowing technical identifiers. The enhanced name search supports partial matches and returns detailed user information to help identify the correct user. When resetting the password, a strong random password will be generated if none is provided, and it will be included in the output for communication purposes.

Important:

SysAid admins can reset passwords for any user but only from chatbot interfaces, while regular users can only reset their own passwords.

zure AD - Get Locked Accounts

Retrieves a list of user principal names (UPNs) for all locked accounts in Azure Active Directory. The tool can filter results and provide additional details about the locked accounts.

Azure AD Group and User Relationship Manager

Retrieves the relationship between users and groups in Azure AD. It can either list users in a specified group or list groups to which a specified user belongs. Sample questions: 'Who belongs to the IT Support group?', 'Which groups is John Smith a member of?', 'Show me all users in the Finance department group', 'List all security groups that alice@company.com is a member of'.

Self-Service - Azure AD Password Reset

Self-service password reset for Azure AD accounts.
This tool follows a two-step verification process:
1. Send a verification code to the user's phone number (first call without OTP).

2. Verify the code and reset the password (second call with OTP).

The temporary password will be sent to the user's phone via SMS.

Intune - Get List of Managed Devices

Retrieves a list of managed devices from Microsoft Intune using Microsoft Graph API. Returns device information, including name, OS, management state, compliance state, last sync time, and owner information. Provides summary statistics of devices grouped by different properties. Sample questions: "Show me all devices in Intune", "List non-compliant Windows devices in Intune", "Get a summary of all managed devices by OS type", "Show me devices that haven't synced in the last 30 days".

Intune - Get Device

Retrieves detailed information about a specific managed device from Microsoft Intune using the device ID. Use this tool to get complete device information, including hardware details, compliance state, management state, and installed applications. Sample questions this tool can answer: 'Get details of Intune device with ID abc123', 'Check if device 456def is compliant', 'Retrieve the OS version and serial number for device 789ghi'

Intune - Update Device

Updates properties of a Microsoft Intune-managed device using Microsoft Graph API. Use this tool to modify device information such as display name, owner type, notes, or device category.

Intune - Delete Device

Deletes a managed device in Microsoft Intune by providing its device ID

Intune - Reboot Device

Reboots a specified device in Microsoft Intune using Microsoft Graph API. This allows administrators to remotely restart managed devices when needed for updates, troubleshooting, or maintenance.

Intune - Retire Device

Retires a managed device in Microsoft Intune, removing company data while preserving personal data on the device. The device is unenrolled from management but not completely wiped. This operation is ideal for when employees leave the organization but keep their devices, ensuring company data security without affecting personal data. When a device is retired, it removes company policies, manages apps and their data, and removes access to corporate resources.

Intune - Shutdown Device

Remotely initiates an immediate shutdown of a specified Intune-managed device. This action powers off the device completely. Use this tool when you need to shut down a device remotely for maintenance, security reasons, or power management. The device must be online and connected to receive and execute the shutdown command. Sample questions: 'Shut down this Intune device: ABC123', 'Power off my managed device with ID DEF456', 'Remotely turn off the computer with device ID GHI789'.

Intune - Wipe Device (Requires Confirmation)

⚠️ **TWO-STEP PROCESS FOR SAFETY** ⚠️
Initiates a wipe action on a device managed by Microsoft Intune.
STEP #1: The first call returns warnings and consequences for review.
STEP #2: Requires a second call with explicit confirmation to execute. Supports two wipe types:
1. Full wipe - completely erases all data and restores factory settings,
2. Selective wipe - removes only corporate data while preserving personal data.
⚠️ **THIS ACTION IS IRREVERSIBLE!** ⚠️

SharePoint - List Query

Retrieves items from any SharePoint list with support for filtering and field selection. Automatically maps display names to internal field names for accurate field selection and filtering. Can identify lists by ID or title, and sites by ID or URL.

SharePoint - List Item Updater

Updates or inserts items in a SharePoint list with field name mapping and validation. For updates, ensures exactly one record matches the filter criteria. Supports both site/list identification by ID or name/URL.

Slack - Send a Message to Channel

Sends a message to a Slack channel or retrieves a list of available channels. If a channel and message are provided, sends the message to that channel. If no channel is specified, returns a list of available Slack channels. If the specified channel is not available, returns an error with the list of available channels. Sample requests include: 'Send message "Hello world" to channel #general', 'Post an update to channel C12345678', or 'List available Slack channels'.

Slack - Send Direct Message By Email

Sends a direct message to a Slack user using their email address. The function first looks up the user by email, then opens a direct message channel, and finally sends the message. Provides detailed success or failure information.

Twilio - Send SMS

Sends an SMS message using Twilio API. The function supports sending text messages from a specified or default phone number to any valid phone number. Phone numbers should be in E.164 format (e.g., +1234567890).

Web Search with Perplexity AI

Searchs the web for current and up-to-date information using Perplexity AI. Use this tool when you need to find recent information, current events, latest recommendations, or factual data that might have changed since your last training data. This tool performs real-time web searches to provide the most current information available.