Before
An analyst read each miscellaneous ticket, consulted available troubleshooting guidance, and drafted a suggested response. The analyst then copied or reposted that plan to the Okta team chat for review.
How it works
- Receive and extract the ticket details from the calling flow.
- Generate a concise troubleshooting plan from the available facts, noting missing evidence and avoiding unsupported assumptions.
- Post the proposed plan to the shared Okta support chat for team review.
Workflow details
- Trigger and extraction: The workflow receives ticket details from a calling flow when a request is classified as an Okta miscellaneous ticket, then extracts the ticket content for analysis.
- Plan generation: An agent reviews the available ticket facts and proposes a concise troubleshooting action plan, while identifying missing evidence and avoiding unsupported claims about knowledge-base access.
- Team handoff: The generated plan is sent as a message to the shared Okta support chat in Teams, where the team can review the proposed next step.
- Operational result: The workflow creates a consistent starting point for tickets outside standard categories without requiring an analyst to draft and repost the initial plan manually.
What changed
A proposed troubleshooting plan is generated immediately after the ticket is received and delivered directly to the shared team chat. The Okta team retains the human review and decision step, but no longer needs to create or manually transfer the initial recommendation.
Work removed
Reading each ticket to draft an initial action plan, consulting guidance for a first recommendation, and copying or reposting the plan to the Okta team chat.
Expected outcome
A consistent starting point for miscellaneous tickets, with two recurring actions—drafting the initial plan and posting it to the team chat—removed per ticket.
