Incident Resolution Agent
Triages incidents, classifies severity, correlates tickets and alerts, recommends resolution steps, and creates incident updates.
Major Incident Scenario
Monday Morning Application Access Incident
On Monday morning, employees across retail, field operations, customer care, and corporate teams begin reporting that they cannot access key internal applications. Ticket volume spikes. Azure Monitor shows authentication latency. ServiceNow has multiple related incidents. A conditional access change was deployed the night before. Executives need to know the impact and the next action.
Related tickets
1,240
Business applications affected
22
Employees potentially impacted
11,800
Support queues overloaded
3
Recent identity policy changes
1
Service desk volume increase
42%
Estimated productivity impact
$680K
How the agents work together
Eight coordinated steps from detection to post-incident review.
- 1
Service Desk Agent
Detects duplicate ticket pattern across retail and field operations.
- 2
Incident Resolution Agent
Creates a major incident candidate and proposes Sev-1 classification.
- 3
Knowledge Agent
Finds relevant authentication runbooks and prior incident records.
- 4
Change Management Agent
Identifies last night's conditional access change as a likely trigger.
- 5
Root Cause Analysis Agent
Correlates sign-in failures, ticket patterns, telemetry, and change logs.
- 6
Incident Resolution Agent
Recommends rollback and drafts employee communication.
- 7
Human approver
Reviews the remediation plan and approves the rollback.
- 8
Enterprise IT Copilot
Tracks resolution and drafts a post-incident review.
Agent activity
Live agent state during this incident.
Knowledge Agent
Searches approved knowledge sources, runbooks, SharePoint, Teams files, ServiceNow KB, Azure DevOps wiki, and prior incident records to provide trusted answers.
Service Desk Agent
Handles common employee support requests, gathers diagnostics, deflects repetitive tickets, checks ticket status, creates tickets, and routes unresolved cases to the right support team.
Change Management Agent
Reviews planned and completed changes, identifies conflicting changes, evaluates business impact, checks historical outcomes, and generates risk assessments.
Root Cause Analysis Agent
Correlates tickets, logs, alerts, telemetry, configuration changes, and historical incidents to identify probable root cause and prevention actions.
Executive briefing output
Generated for the CIO and executive leadership team.
Enterprise IT Copilot detected a service access incident affecting internal applications across employee groups. The multi-agent investigation found that a recent conditional access policy change was the likely root cause. The platform deflected duplicate tickets, identified the impacted applications, recommended rollback, generated employee communications, and produced a post-incident review. With Agent365 governance, remediation required human approval and all actions were logged for auditability.
Human approval loggedPost-incident review draftedEmployee communication sent
View root cause timeline