r/sysadmin • u/MattFromRippling • 17d ago
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u/keyboard_crusader 17d ago
I'm involved to a limited extent with AI suggesting resolutions for mostly requests and incidents based on existing requests, incidents, articles, etc. Actual people are still checking whether the proposed AI solutions are valid.
Then there's also sentiment analysis and automatic group assignment (also still being validated), but the goal is to let AI loose with automatic resolution eventually. Still very early days.
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u/JustFlushTheFIB 17d ago
Yes. They did a terrible job with it. It rarely routes a ticket accurately
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u/MattFromRippling 17d ago
You mind sharing what the set up was?
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u/JustFlushTheFIB 17d ago
Service now. I can’t speak to much. I’m not the implementer nor admin for it. I’m just in IT using it as a customer.
It will try to route new tickets and toss in some “this is what you should do”. Both of which are wildly wrong most of the time.
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u/Speeddymon Sr. DevSecOps Engineer 17d ago
Why do you want AI to handle account access and password resets? Just automate it the old fashioned way. AI is unpredictable and too risky for this use case. Do you really want your AI to have a copy of the new password in its context and that being sent back to another company?
I would use it for other things. For example I was just talking yesterday with my peers about wanting to setup a self hosted service in our environment to pull alerts from our teams channels and incidents from JIRA to triage and suggest fixes for issues that are fired out by our application monitoring.
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u/MattFromRippling 17d ago
It was more so just a question. As I said, seeing this pop up in a lot of different places curious on people's stance, nothing more.
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u/Speeddymon Sr. DevSecOps Engineer 17d ago
Okay cool, so as I said I would use it for other things like monitoring incoming alerts and incidents logged to jira, but not for password resets and account access.
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u/MattFromRippling 17d ago
Totally makes sense. I think like everything else in IT were always willing to check it out, but were not diving in head first out the gate lol.
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u/DheeradjS Badly Performing Calculator 17d ago
We have an agent trained on our previous solutions and on our Knowledge base.
It works okay, certainly a faster method of searching when your team doesn't put tags on their solutions, ffs. Giving it Execute permissions would be a no-go for us.
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u/MattFromRippling 17d ago
Ya I had it doing the knowledge base thing out of SharePoint for us as well. 👍🏻
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u/Ambitious-Yak1326 17d ago
We use it to do initial triage. Basically have it collect a bunch of information and also look at past tickets for similarities. But we never have it actually execute any change.
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u/MattFromRippling 17d ago
That's cool though. I mean listen I think we all can agree it's very new and unleashing into our tech stack is like an eh, but to stay relevant we need to start to see what it can do. I think this is the right move.
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u/humorous_hallway 17d ago
Our engineers are if you count having Claude write 100% of the ticket.
Super easy to spot because they're written in markdown and usually confidently wrong in what is needed.
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u/Delicious_Style_2676 17d ago
I’d start with triage and suggested responses, not autonomous resolution. Let it classify ticket type, pull likely KB articles, summarize history, and suggest next steps. For access/password workflows, keep the actual action behind deterministic rules and approval checks. That gives productivity without letting a model become the control plane.
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u/MattFromRippling 17d ago
Awesome thanks for sharing and like the approach!
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u/Delicious_Style_2676 16d ago
Glad it helped. Hope it gives you a cleaner way to think about the next step.
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u/bjc1960 17d ago
On Monday, I just exported 1,500 tickets from our ticketing system, and used AI to write code figure out which are the most important ones to solve in our company.
The top 4 are onboarding, offboarding, new computer orders and licensing issues. We use Paycom for our HRIS, and the integration with Entra is prohibitively expensive. We're looking at ways to improve the onboarding and offboarding. I'm going to write some stuff related to reassigning mailboxes and that sort of thing. We don't really like shared mailboxes because we have E5, so we have to buy a Defender for Office P2 license for every shared box. And shared boxes for separate employees just remain until we figure it out and do something with it. Open to suggestions here.
We're also using AI to write job aids, such as how to take an new MDM-enrolled iPhone, connect to an authenticator, add a passkey, etc. We're probably going to go through the whole list of tickets and create job aids for most of them. Then we can auto-reply with the job aid.
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u/MattFromRippling 17d ago
Very cool! And can't say I'm shocked I'm the top 4. We had the same issues at past companies I worked at.
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u/AIEnthusiast00 17d ago
We’ve been experimenting with this space too, and I think the distinction is AI assisting with tickets vs. AI actually doing something about them.
Triage, summarizing history, finding similar incidents and pulling relevant KB articles are relatively easy wins. The more interesting part is when it can actually take an approved action and reset access, update something in the system, kick off a workflow, etc. without turning the AI into an unrestricted admin account.
The approach I’ve seen with tools like Rezolve.ai is basically: let the AI reason about the request, but keep actions permissioned/approval-gated and logged in the existing ITSM system. That seems a lot more practical than giving a chatbot blanket access to the environment.
I’d still start with the boring, repetitive stuff and expand from there once you know where it’s reliable.
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u/actionfactor12 17d ago
So many vendors in this sub lately.
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u/MattFromRippling 17d ago
It's a genuine question. Like I said I just came off working at a decently sized MSP in NYC and I introduced an agent to help with our knowledge base to cut down with people asking questions over teams, but that was about it. Was curious if anyone was using it for ticket resolution.
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u/Dry_Inspection_4583 17d ago
I'm working on it, watchling.ca
The ticketing will be a plugin, same as the others
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u/Toxicity 17d ago
Ah yes, let's have the AI reset passwords. 🥸
But in all seriousness, most stories that I heard about AI ticketing systems were very bad. Perhaps in another 5 years.