new
Magic 2.20
🏴☠️ Triage Agent 2.0 New System Prompt 🎉 🚀
After months of beta testing and micro-adjustments, we’re releasing the
new Triage Agent system prompt
to General Availability for Pro Partners. The foundation of a stronger, ITIL-aligned triage model built for the agentic era.
What’s New
- Redesigned system prompt + guardrailsbuilt around theIssue Identification Framework (IIF):a lightweight structure that ensures the agent captures the essentials (scope, symptoms, environment, access path, recency) before choosing a resolution path.
- Valid for both break/fix incidents and service requests:the agent identifies first, then selects the safest, most accurate resolution path.
- Sharper role definition:identify the issue → find the best resolution path (intent or escalation).
- Confidence checksadded for safer intent matching and more reliable automation triggers.
- Improved tonethat is more natural, human, and partner-friendly.
- More consistent questioningwith predictable stop rules and fewer unnecessary follow-ups.
- Better escalation behaviorand reduced premature handoffs.
Why It Matters
- +15% improvement in IIF completeness
- −7% reduction in conversation length
- → sharper questions, shorter threads, and more actionable escalations.
Impact on Existing Partners
- No changes required. And NO BEHAVIOR IMPACTS on existing workspaces with custom rules.
- Your custom rules and configurations remain untouched.
Better Out-of-the-Box for New Partners
- Strong triage performance from day one.
- Fewer custom rules needed to get to “good.”
- Built-in guardrails, tone presets, and ITIL-aligned flows increase predictability and trust.
