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ChoiceIT & incidents

IT request type

Route an internal IT helpdesk request: access, password or MFA, hardware, software, network, or a security concern.

F@f

Problem

Employees write to IT in their own words. Helpdesk staff spend much of each shift re-categorizing tickets before they can start on them.

Goal

Route requests to the right queue or self-service flow, and send anything security-related to the security desk.

Input / state

The employee's request and basic facts from your directory.

request
What the employee wrote.
requester
Department and device type from your directory.

Decision question

ChoiceQuestion key request_type

What kind of IT help is the employee asking for?

Options

  • access_requestAccess to an application, folder, group, repository or system.
  • password_or_mfaLocked out, forgotten password, or a new phone for MFA.
  • hardwareLaptop, monitor, peripherals or a broken device.
  • softwareInstalling, licensing or fixing an application.
  • network_or_vpnWi-Fi, VPN, or network connectivity.
  • security_concernReports a suspicious email, message, device behaviour or possible compromise.

Allowed outcomes

Decided in your code from the answer and its confidence. Thresholds are yours to set and test.

  • Access requestChoice is access_request and confidence meets your threshold.
  • Password or MFAChoice is password_or_mfa and confidence meets your threshold.
  • HardwareChoice is hardware and confidence meets your threshold.
  • SoftwareChoice is software and confidence meets your threshold.
  • Network or VPNChoice is network_or_vpn and confidence meets your threshold.
  • Security concernChoice is security_concern and confidence meets your threshold.
  • Service desk agentConfidence is below your threshold: probability is spread across options.

Example scenarios

Predefined demonstrations. No model is called; the outcome shown is an illustrative judgment.

Example state

{
  "request": "I need access to the Q2 finance shared folder.",
  "requester": {
    "device": "laptop",
    "department": "Finance"
  }
}

Outcome

Illustrative
Access request

Choice is access_request and confidence meets your threshold.

Why

Asks for access to a resource.

Using it well

  • Password and MFA resets go through a verified self-service flow, never through a chat reply.
  • A request that mentions both a problem and a suspicious event should lean to the security desk.

Request definition

POST https://api.typesafe.ai/v1/systemone
{
  "model": "jev-latest",
  "state": {
    "request": "<request>",
    "requester": "<requester>"
  },
  "questions": {
    "request_type": {
      "type": "choice",
      "instructions": "What kind of IT help is the employee asking for?",
      "criteria": {
        "access_request": "Access to an application, folder, group, repository or system.",
        "password_or_mfa": "Locked out, forgotten password, or a new phone for MFA.",
        "hardware": "Laptop, monitor, peripherals or a broken device.",
        "software": "Installing, licensing or fixing an application.",
        "network_or_vpn": "Wi-Fi, VPN, or network connectivity.",
        "security_concern": "Reports a suspicious email, message, device behaviour or possible compromise."
      }
    }
  }
}

Request shape from the System One API reference; a Kev server accepts the same body. Replace the placeholder state with your data. Requests need your own API key or server.

Version History

v1Current Versionabout 8 hours ago@f

Initial version

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