Ops workflow agent: from ticket to drafted action
Real operations work is a sequence of steps. This project turns that sequence into a graph you can see, test and resume.
The brief
An IT operations team receives tickets about access requests, broken laptops and outages. Each type follows a known procedure, but staff still read and route every ticket by hand.
What you will build
- A graph that routes each ticket by type
- Nodes that look up the data each type needs
- A drafted action for a person to approve
- Checkpoints so a case can resume the next day
Requirements
| Requirement | Done when |
|---|---|
| Routing | Each of at least three ticket types takes its own path |
| Data | Lookups come from a small database, not the prompt |
| Drafts | Each ticket ends with a drafted, not executed, action |
| Resume | Stopping and restarting mid-case continues where it left off |
What to learn it from
Milestones
- Map the procedure for three ticket types on paper
- Build the routing graph with fake data
- Add the database lookups
- Add the drafted action
- Add a checkpointer and test a restart
- Run 20 sample tickets
How it is judged
Walk one ticket from arrival to drafted action and explain every step the graph took. If you cannot, the graph is not explicit enough.
Stretch goals
- Process tickets in parallel
- Add a human approval step before any action
- Draw the graph for a non-technical manager
Before you call it done
Worth remembering
- Every step is visible in the graph
- Code decides what code can decide
- A restart does not lose a case
Every expert started right here.