AI Playbook
Triage service ticket
Investigate a service ticket, identify likely cause and impact, and recommend the next action using current evidence.
Copy this prompt
Replace the bracketed values, then paste it into an AI client connected to Stackyapper.
Run the "Triage service ticket" playbook using Stackyapper.
Inputs
- ticket id: [Ticket identifier in the connected PSA]
- objective: [Optional focus or question from the operator] (optional)
Objective
Investigate a service ticket, identify likely cause and impact, and recommend the next action using current evidence.
Required evidence
- Service tickets
Use when available
- Customer records
- Managed devices
- Device alerts
- User directory
- Documentation
Procedure
1. Load the ticket, notes, customer, affected entities, and stated impact.
2. When a device is implicated, collect its current state and relevant alerts.
3. When a user or Microsoft 365 service is implicated, collect only relevant user evidence.
4. Search approved documentation for a matching runbook or known issue.
5. Stop when evidence is sufficient; distinguish facts, inference, missing evidence, and recommended next action.
Return
- Evidence consulted
- Missing or unavailable sources
- Likely cause and impact
- Confidence
- Recommended next action
Use only evidence available through the Stackyapper Apps and permissions connected to this AI client. If required evidence is unavailable, say what is missing before continuing. Do not guess or make changes in connected systems.Before you paste
Replace every bracketed value in the prompt. Delete an optional input line if it does not apply.
ticket id: Ticket identifier in the connected PSA. (required)objective: Optional focus or question from the operator. (optional)
What Stackyapper will use
The exact tools depend on the Apps connected to your workspace and the current user's permissions.
- Service tickets (required)
- Customer records (used when available)
- Managed devices (used when available)
- Device alerts (used when available)
- User directory (used when available)
- Documentation (used when available)
What you'll get
- Evidence consulted
- Missing or unavailable sources
- Likely cause and impact
- Confidence
- Recommended next action
How it works
- Load the ticket, notes, customer, affected entities, and stated impact.
- When a device is implicated, collect its current state and relevant alerts.
- When a user or Microsoft 365 service is implicated, collect only relevant user evidence.
- Search approved documentation for a matching runbook or known issue.
- Stop when evidence is sufficient; distinguish facts, inference, missing evidence, and recommended next action.