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Find RMM Script to fix the issue

This action helps Neo Agent automatically find and suggest RMM scripts that can fix the problem described in a ticket. Instead of manually searching through your script library, Neo Agent analyzes the ticket and picks the best script to solve the issue.

Why is it useful?

Save time by letting Neo Agent automatically find the right script for each problem. Neo Agent learns from your script library and consistently picks appropriate solutions, so you don't have to search manually every time.

What It Does​

This action will:

  • Read the ticket and understand what's wrong
  • Search your RMM scripts to find ones that could fix the problem
  • Pick the best script based on the issue description
  • Find the right device to run the script on
  • Run the script (if you want it to) and report what happened
  • Wait for approval (if you set it up that way) before running anything

How It Works​

Step 1: Analyze the Problem​

Neo Agent reads the ticket description, notes, and any other details to understand what needs to be fixed.

Step 2: Find Matching Scripts​

Neo Agent searches through your RMM script library to find scripts that could solve this type of problem.

Step 3: Pick the Best One​

Neo Agent chooses the most appropriate script based on:

  • How well it matches the problem
  • Whether it's safe to run
  • Your custom preferences (if you set any)

Step 4: Find the Device​

Neo Agent figures out which device to run the script on by checking:

  • Device information in the ticket
  • Device name mentioned in the ticket
  • Your PSA system's device records

Step 5: Execute (Optional)​

If you enable script execution, Neo Agent can run the script and tell you what happened.

Configuration Options​

Execute the suggested script​

Default: No What it does: If you turn this on, Neo Agent will actually run the script. If you leave it off, Neo Agent will only suggest which script to use.

Ask for approval before execution​

Default: No What it does: If turned on, Neo Agent will ask for permission in Teams before running any script.

Choose approvers​

What it does: Select which team members get the approval request in Teams.

Custom instructions​

What it does: Give Neo Agent specific guidance about which scripts to prefer. For example:

  • "For printer problems, use driver restart scripts first"
  • "Avoid restart scripts on production servers"
  • "Only use low-risk scripts during business hours"

Number of scripts to try​

Default: 3 What it does: How many different scripts Neo Agent can try if the first one doesn't work.

Wait time after execution​

Default: 0 minutes (no waiting) What it does: How long Neo Agent should wait after running a script before checking if it worked. Useful when devices need time to restart.

How to verify if the script worked​

Default: Check ticket status What it does: Choose how Neo Agent determines if the RMM script successfully resolved the issue. There are three verification methods available:

Ticket Status (Default)​

  • How it works: Neo Agent waits for external monitoring systems to automatically close the ticket
  • Best for: Issues that are monitored by automated systems (disk space, services, etc.)
  • Requirements: Configure a wait time and ensure your monitoring tools close tickets automatically
  • Example: After running a disk cleanup script, your monitoring system detects the disk space is back to normal and closes the ticket

Job Completion​

  • How it works: Neo Agent waits for the RMM script to finish and considers it successful if the job completes without errors. Neo will wait up to 20 minutes for the job to complete.
  • Best for: Scripts that perform specific tasks where completion means success
  • Requirements: Scripts that provide reliable completion status
  • Example: A driver update script that either succeeds or fails clearly

Job Completion with Log Evaluation​

  • How it works: Neo Agent waits for the script to complete, then uses AI to analyze the execution logs (stdout and stderr) to determine if the task was truly successful. Neo will wait up to 20 minutes for the job to complete.
  • Best for: Complex scripts where completion doesn't guarantee success
  • Requirements: Only works with Datto RMM (other RMM systems don't support log retrieval yet)
  • Example: A registry repair script where the job "completes" but the logs show errors that indicate the issue wasn't actually fixed
Choosing the Right Verification Method
  • Use Ticket Status when you have reliable monitoring that closes tickets automatically
  • Use Job Completion for simple scripts where completion means success
  • Use Job Completion with Log Evaluation for complex scripts that need deeper analysis (Datto RMM only)
Log Evaluation Availability

Job Completion with Log Evaluation currently only works with Datto RMM. Other RMM systems (N-Central, NSight, NinjaRMM) don't yet support execution log retrieval. For these systems, use Ticket Status or Job Completion instead.

Common Use Cases​

Script Suggestions Only​

Good for: When you want Neo Agent to help find scripts but a human should decide whether to run them.

Setup:

  • Turn OFF "Execute the suggested script"
  • Add custom instructions for your preferences

What happens: Neo Agent finds the best script and adds a note to the ticket suggesting which one to use.

Automatic Fixes with Ticket Status Verification​

Good for: Issues monitored by automated systems that close tickets when resolved.

Setup:

  • Turn ON "Execute the suggested script"
  • Set verification method to Ticket Status
  • Set wait time to 5-15 minutes (depending on your monitoring frequency)
  • Optionally enable approval for safety

What happens: Neo Agent runs a script, waits for your monitoring system to detect the fix and close the ticket automatically.

Quick Script Execution with Job Completion​

Good for: Simple maintenance scripts where completion indicates success.

Setup:

  • Turn ON "Execute the suggested script"
  • Set verification method to Job Completion
  • No wait time needed (Neo waits for job to finish automatically)

What happens: Neo Agent runs the script and marks the issue as resolved when the RMM job completes successfully.

Advanced Log Analysis (Datto RMM Only)​

Good for: Complex scripts that need deeper analysis to verify success.

Setup:

  • Turn ON "Execute the suggested script"
  • Set verification method to Job Completion with Log Evaluation
  • Ensure you're using Datto RMM
  • Configure multiple script attempts for backup options

What happens: Neo Agent runs the script, waits for completion, analyzes the execution logs with AI, and determines if the issue was truly resolved.

Fully Automatic Resolution​

Good for: Simple, safe problems that happen frequently.

Setup:

  • Turn ON "Execute the suggested script"
  • Leave "Ask for approval before execution" OFF
  • Choose appropriate verification method for your environment
  • Add custom instructions to only use safe scripts

What happens: Neo Agent automatically finds and runs scripts without asking, then verifies resolution using your chosen method.

Supported RMM Systems​

This works with:

  • Datto RMM
  • N-Central
  • NSight RMM
  • NinjaRMM

Works Together with L1 Engineer​

This action is also built into the L1 Engineer action. When you set L1 Engineer to "Find and execute RMM Script" mode, it uses this same functionality plus handles ticket assignments and status updates.

Best Practices​

Start Simple

  • Begin with script suggestions only (don't execute automatically)
  • Review Neo Agent's suggestions to build confidence
  • Gradually enable automatic execution for simple cases

Use Custom Instructions

  • Tell Neo Agent your preferences clearly
  • Mention which scripts to avoid in certain situations
  • Include any safety rules for your environment

Enable Approvals at First

  • Use approval workflows when you're getting started
  • Turn off approvals later for routine fixes once you trust the system
  • Keep approvals on for high-risk scripts

Monitor Results

  • Check the Event History regularly to see how Neo Agent is performing
  • Adjust your custom instructions based on what you learn
  • Test with non-critical systems first

What You'll Get​

After the action runs, you'll see:

Event History​

Complete log of what Neo Agent found and did, including:

  • Script search process and reasoning
  • Device identification steps
  • Execution attempts and outcomes
  • Verification results and analysis

Script Analysis​

  • Script Suggestions: Details about which scripts were considered and why the chosen one was selected
  • Risk Assessment: Information about script safety levels and execution decisions
  • Device Matching: How Neo Agent identified the target device

Execution Results​

If scripts were executed, you'll get detailed information based on your verification method:

Ticket Status Verification​

  • ✅ "Issue Resolved!" - Ticket was automatically closed after the wait period
  • 📋 "Issue Still Unresolved" - Ticket remained open, will try another script or escalate
  • ⏱️ Wait Status - Real-time updates during the wait period

Job Completion Verification​

  • ✅ "Job Completed Successfully" - RMM job finished without errors
  • ❌ "Job Failed" - RMM job failed with error details and next steps
  • 🔄 "Retrying with Another Script" - If job failed and more attempts are available

Job Completion with Log Evaluation (Datto RMM)​

  • 📊 "Log Analysis Results" - AI evaluation of execution logs (stdout and stderr) with success/failure reasoning
  • 🎉 "Issue Resolved!" - Logs confirm the script successfully fixed the problem
  • 📋 "Issue Not Resolved" - Logs indicate the script didn't resolve the issue
  • 🔍 Detailed Reasoning - Specific analysis of what the logs revealed about the script's effectiveness

Multiple Attempt Tracking​

When multiple scripts are tried, you'll see:

  • Clear separation between attempts
  • Cumulative results from all attempts
  • Final outcome and recommendations

Troubleshooting​

Script Not Found Neo Agent can't find any relevant scripts in your library for this type of problem. Try adding more scripts or adjusting your custom instructions.

Device Not Found
Neo Agent can't figure out which device the script should run on. Make sure device information is included in your tickets.

High-Risk Script Neo Agent found a script but it's marked as high-risk and you have safety settings enabled. Review your safety rules or approve manually.

Approval Timeout A human approval was required but nobody responded in time. Ensure your approvers are available and check their Teams notifications.

Script Failed The script ran but didn't complete successfully or didn't fix the problem. Check the execution logs and consider trying alternative scripts.