Automatic Document Reading and Format-Aware Ticket Handling for New Starter Tickets
G
Gareth Watkins
Partners need the Triage Agent to automatically read and extract information from attached documents (Word/PDF) on tickets, such as pre-defined new starter templates. Currently, the Triage Agent prompts for information (e.g., email format, security groups, account naming conventions) that is already captured in attached documents or stored in external documentation tools like IT Glue.
The full request covers:
- Reading and extracting relevant info from attached Word/PDF documents on a ticket
- Cross-referencing stored knowledge (e.g., IT Glue or similar documentation) to apply naming conventions and formats automatically, without prompting the user for already-documented details
- Investigating whether information stored in the Contact Intelligence section could be leveraged by the Triage Agent to inform formatting and ticket handling decisions
This would significantly reduce back-and-forth on new starter tickets, speed up provisioning workflows, and integrate more effectively with automation platforms like Rewst. Example ticket reference: 1885709.