Evidence the run may read
- Ticket text and attachments
- Service catalog
- Approved knowledge articles
production blueprint · it
Help desk ticket triage agent blueprint.
Classify a ticket, gather relevant approved knowledge, and prepare a routed resolution packet for the service desk.
Search intent: AI agent for IT help desk triage
Published by a2a cloudProduct-source methodology →
01 · the contract
Start from a bounded job, not a blank chat box.
trigger
A new service-desk ticket enters the untriaged queue.
owner
IT service owner
agent stops at
A service-desk owner approves the response, routing, and any account or device action.
KPI · decrease
time to correct assignment (minutes). Measure ticket creation to accepted queue assignment.
outputs
Artifacts the run must produce
- Category and priority proposal
- Evidence-backed resolution draft
- Routing recommendation
02 · topology
Small specialists. Named handoffs. One accountable decision.
Each stage produces an artifact another stage can inspect. The final node is a person, not an autonomous write to an external system.
- 01
intake
Validate and normalize the help desk ticket triage inputs.
- 02
ticket classifier
Produce the category and priority proposal.
- 03
knowledge retriever
Produce the evidence-backed resolution draft.
- 04
service desk reviewer
Challenge the help desk ticket triage result and prepare an approval packet.
- 05
IT service owner
A service-desk owner approves the response, routing, and any account or device action.
intake→ validated input packet →ticket-classifier
ticket-classifier→ Category and priority proposal →knowledge-retriever
knowledge-retriever→ Evidence-backed resolution draft →service-desk-reviewer
service-desk-reviewer→ approval packet with evidence references →human-approver
03 · authority
Grant the run only what this case needs.
Source material is read-only. Drafts land in a case-specific output path. Tools may read or propose; the human gate owns the external write.
case inputs
workspace/it/help-desk-ticket-triage/inputs/**Read only the evidence attached to this workflow instance.
case outputs
workspace/it/help-desk-ticket-triage/outputs/**Write drafts and evidence artifacts without modifying source records.
approved tools
it:help-desk-ticket-triage:read-or-proposeInvoke only tools explicitly granted for this run; external writes remain gated.
04 · implementation
A private, bounded starting manifest.
The blueprint starts private, caps its DAG, disables replanning, and exposes no public endpoint. Add only the tools and data adapters this workflow has approved.
a2a.yamlsafe starting point
name: it-help-desk-ticket-triage
version: 0.1.0
entrypoint: agent:BlueprintAgent
expose:
public: false
composition:
planning: deterministic_dag
max_nodes: 6
max_parallel: 1
max_replans: 005 · acceptance test
Pass only with evidence.
- 01
Evidence traceability
Every material conclusion cites an input artifact or a scoped tool result from this run.
- 02
Priority follows the service policy and the draft cites only approved, current knowledge.
Priority follows the service policy and the draft cites only approved, current knowledge.
- 03
Approval boundary
The run stops at a proposal and records the human decision before any external side effect.
failure containment
Stop small. Preserve the evidence.
The affected service, user, or business impact cannot be identified from the ticket.
Containment: Return a partial result with unresolved items; do not broaden scope or perform an external write.
Operator: Attach the missing evidence, narrow the brief, or explicitly approve a new scoped run.
A required input or tool grant is unavailable.
Containment: Stop the affected branch and preserve completed artifacts in the case output workspace.
Operator: Grant only the missing resource or continue with that branch marked out of scope.
06 · proof
Sign the run facts. Keep money in the billing ledger.
Current platform receipts sign caller identity or classification, skill, bounded input evidence, verified grant IDs when present, outcome or result preview, and timing. Optional file, tool, artifact, handoff, evaluation, and review fields require separate instrumentation and are not populated by default. Price, fees, payouts, and later human approvals remain separate platform records.
The example uses only fields populated by the current platform sealing paths. It is illustrative, not a record of a real customer run.
ExecutionReceipt · selected fieldsEd25519 token
{
"receipt_id": "rcpt_01J...",
"schema_version": 1,
"agent_name": "it-help-desk-ticket-triage",
"caller": "user:workflow-owner",
"task_id": "case_help_desk_ticket_triage",
"skill_name": "help_desk_ticket_triage",
"input_hash": "4d7c...9a2f",
"grant_ids": [
"grt_case_inputs",
"grt_tool_propose"
],
"status": "ok",
"result_preview": "Output prepared: Category and priority proposal. Human decision remains separate.",
"elapsed_ms": 4218
}related blueprints
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Check a software entitlement request against role need, licensing, conflicts, and owner policy before approval.
put the pattern to work
Start private. Scope the authority. Require the decision.
Deploy the workflow as a bounded internal agent, verify its outputs and the receipt fields actually emitted, then expand only the scopes your acceptance test proves it needs.