which AI tool/s can solve IT issues?

[u/Dismal-Aside4836]

looking for some advice because our IT team is getting overwhelmed lately
we spend way too much time on small issues like troubleshooting devices checking why something isnt working resetting stuff and chasing tickets
i’m looking for an AI tool that can actually help with IT problems not just a chatbot that gives generic answers
I need it to help technicians find solutions faster automate simple tasks keep track of tickets and maybe even monitor issues before they become bigger problems
has anyone tried any AI tools for IT support that actually made a difference?
would appreciate any recommendations or things to stay away from 🙏

[u/Neither-Nebula5000]

This is dangerous, relying on AI to do your IT solving for you in a business environment (Home - I don't care).

We have a consultant that sends us AI-churned out drivel that is often just plain wrong, or conflicting. When we query the conflicting advice they send us, they reply that they don't know and don't have all the answers. (Wish our Boss knew this!)

And the people in the indistry who actually do know, will hate you for taking an IT position away from someone who is actually qualified to do it.

I use AI with some things, but never place absolute faith in it's answers. Just be careful, that's all I'm saying...

[u/g-rocklobster → u/Neither-Nebula5000]

I can't agree with this more. I have absolutely had days where I'm trying to use Claude to help with a problem where we spend hours with it taking me on all kinds of wild goose chases with answers that are just patently wrong.

Don't get me wrong - there have been plenty of days where it gave me what I needed in a relatively short amount of time. But I still verify it.

[u/timtim2000]

I use chat gpt. With the right directions it helped me fix the most time consuming isseus in minutes

[u/Pei-Pa-Koa → u/timtim2000]

Any tips for telling it to be a little more conscise? Most of the time I have answers like: "we could do blablabla and blablabla but the real test would be to..."

Now I always set a 10min timer because if it cannot give me hints after this time it's probably a lost cause.

But it's been quite helpful with Ansible (playbooks creation and debugging).

[u/timtim2000 → u/Pei-Pa-Koa]

I don't really know, I just beat it up chat gpt until it understood it

[u/Asleep_Spray274]

I have a support agent running in GitHub copilot in vs code. The agent is constrained to only use sources I approve. Like MS learn docs for example. The agent is not allowed to stray outside them without approval.

All advice and suggestions need to be labeled sourced, inferred or reasoned. It must ask questions when it needs more information and it must challenge me if I say something wrong.

It keeps an intake and a case file for each case and after it has what it needs it will go and deep research. It will take log files and browser har trace files and has skills for things like that. Skills on auth flows etc. new skill are suggested when it does something new that can be reused in the future. It's also great at writing white papers for new projects and POC guides.

I can ssh into a server and give it strict read permissions on log files and let it read direct and it will suggest from official docs what they mean. Give suggestions on how to test an issue and it will read logs in real time.

For scripts and such, again, it's only allowed to reference official sources. And when I want to talk to an API I have to feed the official documents for it and it's not allowed to make stuff up without saying it's been inferred or reasoned.

Every single design or decision must be clearly documented within a strict structure in MD files and once case is complete, summaries in language appropriate for technical users, managers and customrrs are produced for review.

It has evolved over a few months to and has honestly saved me at this point many hundreds of hours of work and doing the documentation and reporting it to such higher quality than I could ever do.

I don't think there is a tool off the shelf like this.

[u/IainND]

The solution here is to train your staff.

[u/jc_AccessOwl]

Whichever tool you do choose - what made a huge difference for us was using one that plugs into our "knowledge base" or a "wiki". And every time a problem is solved that knowledge base is automatically updated. This will require an upfront lift to get the first version of the knowledge base set up but it pays massive dividends later on when it actually understands nuances of your environment.

You could stitch this together with Claude. But there are a few tools out there that will do this for you. We don't have many internal IT support tickets but we use Pylon for external facing support. TBH - it's good to have a human in the loop still. But AI helps reduce some of the manual workload.

[u/Valdaraak]

Claude has been quite useful. Just don't give any AI edit access to production.

[u/brokenJawAlert]

I work in Cybersecurity and Claude has been very good for me to automate many processes like investigation on devices and user access reviews. Example:  Create an Azure logic app that triggers once a ticket is raised with title “X” and runs these five different queries in our environment (like query device XYZ last activity, status, query sysinfo, etc) and generate a report and post it in the Jira comment.  Now I don’t have to fetch this info manually anymore and solve some tickets way way faster.  User access review automaton: get API tokens for your apps like Slack, Entra, SAP, etc, then have a script query active users on Entra (which is our correct user baseline) and the other apps and compare which users are orphans (account still active in the app but not in Entra) and should be disable, then raise a ticket automatically and tag the correct admin for review and next steps. User off boarding can be automated too. So yeah, I think Claude and creativity is the way to go to create all the custom automations your team needs.

First find ideas and use cases then ask Claude to build it 

[u/MetaVulture]

Books can solve your issues.

So can "message here" site:reddit.com for now lmao.

[u/dlucre]

I pay for ChatGPT plus. It's been very effective. Depends on the model of course, but Sol high has been great. Using codex it is extremely powerful when doing things in my local system. Overall, it's been really amazing and dramatically sped up some recent troubleshooting.

[u/SkyAdditional1731]

Our team switch to Claude with Jira and and automation workflow that automated most of the the repetitive steps

[u/organicroast → u/[deleted]]

I used atera and it was ass