2 Information Technology AI Agents, Live in Production.

IT AI Agents: Triaging the Ticket, Writing the Postmortem Nobody Has Time For

IT service work has a volume problem at the front and a learning problem at the back. At the front, tickets arrive unclassified and unprioritised, so the queue is worked in the order it was filled rather than by impact, and the first response — which is mostly classification plus a routing decision — consumes the time of whoever is on duty. At the back, incidents get resolved and then not written up. The postmortem is genuinely valuable and always the lowest priority in the week after an outage, so it gets deferred until the detail has gone, and the contributing factors that would have prevented the next one are never recorded.

The two agents here take the mechanical half of each. Triage classifies against your own SLA and drafts either a fix or a routing note, and sends nothing — the judgement about whether the classification is right stays with a person, which matters because a misprioritised P1 is worse than an unprioritised ticket. The postmortem agent turns rough notes into a blameless writeup with a timeline, contributing factors and action items that have owners. Blameless is not a tone preference: a postmortem that identifies a person rather than a system produces silence at the next incident, and silence is what makes an organisation repeat itself.