Project case study · Managed IT & network services
Give technicians the context behind a support request
Adaptiv Stratum connected managed IT intake with existing support records and maintained the supporting services. Technicians retained responsibility for diagnosis and infrastructure changes.
Delivered by Adaptiv Stratum. Client name and identifying details are withheld.
- Industry
- Managed IT & network services
- Contribution
- Connected helpdesk intake, device records and monitoring context
- Scope
- Asset visibility, technician preparation and escalation
- Status
- Delivered workflow
The problem
The next technician needed more than the symptom.
Support requests start with a description of what someone experienced. Monitoring information and ticket history add other views of the problem. The receiving technician needs to consider those records together; the incoming report alone does not explain the state of the client's environment.
For this managed IT provider, Adaptiv Stratum connected helpdesk intake with the support records already used by the team. The purpose was to give an incoming request a useful technical starting point and keep that context available through review and escalation.
The work and decision
Use the support environment the provider already had.
The virtual agent supported the team's intake and preparation, with broad access across the connected support environment. That included ticket information and technician notes, monitoring and performance records, device and software inventory, knowledge-base material, and patch or security status. The workflow used both the provider's existing tools and a separately hosted service.
Adaptiv Stratum configured and maintained the services using Twilio, Vapi, Cloudflare Workers and AWS Lambda. Backend connectors used credentials to authenticate; credential values were not passed to the language model. The conversation and connected records supported the technician's preparation without giving the agent authority to change infrastructure.
Adaptiv Stratum linked incoming helpdesk reports with the provider's existing ticket, device and operating information so technicians could review them together. The handoff carried the reported problem and available history into technician review and escalation. Technicians interpreted that information and authorized consequential infrastructure changes.
Responsibility. Technicians retained diagnosis and authorization for consequential work, including firewall updates, directory changes and remediation. Access to support information did not transfer that authority to the virtual agent.
Delivered workflow
Carry the request into a technician's review.
Capture the report
Organize the user's description as the starting point for the support request.
Bring existing context
Use available ticket, device and operating information from the connected support environment.
Prepare the handoff
Keep the request and relevant history available for technician review and escalation.
Authorize the next action
Leave diagnosis and consequential infrastructure changes with the responsible technician.
An alert is information to investigate.
A reported symptom, patch record or monitoring alert does not by itself establish a cause or prove that a particular remediation is suitable.
The result
Support context could travel with the request.
The delivered workflow connected incoming reports with the technical information available to the support team. Technicians had a starting point for investigation and a connected path for preparation and escalation, while retaining responsibility for work in the client's environment.