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Find Relevant Configuration

The "Find Relevant Configuration" action intelligently identifies and suggests the most relevant configuration item (like a device or asset) for a given PSA ticket. This helps ensure technicians have the correct context quickly, streamlining the troubleshooting and resolution process.

Why is it useful?

This action saves technicians valuable time by automatically finding and suggesting the correct configuration item related to a ticket. It reduces manual searching, minimizes errors from incorrect configuration selection, and ensures that technicians can start working with the right information from the outset.

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This action is available only as a Triggered action in a workflow. Let us know if you'd like to use it as a Scheduled one.

What It Does​

  • Searches Multiple Sources: It looks for potential configuration items by checking:
    • Configurations already attached to the ticket.
    • Configurations linked to the ticket's contact in the PSA.
    • Configurations associated with the ticket contact's last login device (if applicable).
    • Configuration items mentioned within the ticket's content (notes, summary, etc.).
  • Intelligent Analysis: Neo analyzes the gathered candidate configurations against the ticket's details (summary, description, notes).
  • Best Match Selection: Using AI, it selects the single most relevant configuration item that is most likely the subject of the support request.
  • Suggests Update: It prepares the necessary information to update the ticket by attaching the identified configuration item.

How It Works​

The action follows a systematic process to identify the best configuration item:

1. Input Data​

The action takes a PsaTicket as its primary input (FindRelevantConfigurationInput). It also considers user-defined search sources and custom instructions.

Neo gathers a list of potential candidate configurations by:

  • Retrieving any configurations already linked to the input PsaTicket.
  • If search_sources.search_by_ticket_contact is enabled, it finds configurations directly associated with the ticket's primary contact.
  • If search_sources.search_by_last_login_device is enabled and a contact is present, it looks for configurations where the last logged-in user matches the contact's email prefix (e.g., if contact is john.doe@example.com, it searches for devices last used by john.doe).
  • If search_sources.search_by_ticket_content is enabled, Neo analyzes the ticket's text content (summary, notes) using AI to extract potential configuration names, then searches for active configurations matching those names and linked to the ticket's company. Each search strategy typically keeps the top 10 most recent configurations to ensure relevance. All found configurations are then de-duplicated.

3. Best Match Selection​

If candidate configurations are found, Neo uses an AI model to select the single best match.

  • The AI is provided with the ticket details (summary, description, notes) and the list of candidate configurations (including their name, type, serial number, notes, etc.).
  • It evaluates how well each candidate matches the ticket's context, looking for specific mentions, associations with the contact, and relevance to the described problem.
  • If custom_instructions are provided, they guide the AI's selection process, allowing for more tailored matching based on specific company needs or common scenarios.
  • The AI provides reasoning for its selection or for not selecting any configuration if none are deemed sufficiently relevant.

4. Output Structure​

The action produces a FindRelevantConfigurationOutput which includes:

  • The fields to update on the ticket (specifically, the configuration item to be attached).
  • Messages for the MSP and the Neo Dashboard detailing the outcome (e.g., which configuration was selected and why, or that no relevant configuration was found).

Custom instructions (custom_instructions field) can significantly influence how the AI interprets the ticket content and evaluates candidate configurations, allowing for more precise and context-aware matching.

Configuration Fields​

When you add the "Find Relevant Configuration" action to a workflow, you'll configure the following:

search_sources​

Determines which sources Neo should use to find candidate configurations. This is an object with the following boolean fields:

  • search_by_ticket_contact: Search for configurations linked to the ticket's contact in the PSA. (default: True)
  • search_by_last_login_device: Search for configurations associated with the contact's last login device. (default: True)
  • search_by_ticket_content: Search for configurations mentioned in the ticket's content. (default: True)

use_custom_instructions​

Determines if custom instructions should be used to guide the AI in selecting the configuration. (default: False)

custom_instructions​

User-provided text to guide the AI's decision-making process when selecting the most relevant configuration. This can help tailor the selection to specific types of issues, common device names, or other contextual clues. (optional)

Output Fields​

This action makes the following information available to subsequent actions in the workflow:

default_fields_to_update​

A list of field updates to be applied to the ticket. This typically includes the configuration item that Neo identified as most relevant.

default_messages_for_msp​

A list of messages intended for internal MSP use. This will contain a message indicating which configuration was selected and why, or a message if no relevant configuration was found.

default_messages_for_dashboard​

A list of messages for display in the Neo Dashboard Event History, providing a summary of the action's outcome.

credits_consumed​

The number of AI credits consumed by this action.

Use Cases​

When a new ticket is created, use this action to automatically find and suggest the most relevant device (laptop, workstation, server) or asset related to the issue. This ensures the ticket is immediately populated with the correct configuration, saving technician time.

Example Workflow Steps:

  1. Find Entities (to get the new ticket)
  2. Find Relevant Configuration
  3. Update Ticket Fields (to attach the found configuration)
  4. Notify Ticket's Resource (to inform the technician that a configuration has been attached)

Ensure Correct Asset for Specific Issue Types​

For tickets related to specific types of problems (e.g., "Printer Issue," "Software License Renewal"), use custom instructions to guide Neo to find the correct type of configuration or a configuration with specific attributes.

Best Practices​

  • Maintain Accurate PSA Data: The effectiveness of this action heavily relies on well-maintained configuration data in your PSA, including correct associations with contacts and companies, and descriptive names or notes for configurations.
  • Refine with Custom Instructions: If you find Neo isn't always selecting the most appropriate configuration, use the custom_instructions field to provide more specific guidance. For example, you could instruct Neo to prioritize workstations for "user login issues" or specific server types for "application errors."
  • Test with Different Search Sources: Experiment with enabling/disabling different search_sources to see what works best for your common ticket types and data quality. For instance, if ticket content is often unreliable for configuration names, you might disable search_by_ticket_content.
  • Review Event History: Regularly check the Event History to see the reasoning behind Neo's selections. This can help you identify areas for improvement in your PSA data or custom instructions.
  • Combine with Other Actions: Use the output of this action (specifically default_fields_to_update) with the Update Ticket Fields action to automatically attach the found configuration to the ticket.