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L1 Engineer

The L1 Engineer action lets Neo Agent handle Level 1 support tickets automatically. You can set it up to either run scripts to fix problems or have conversations with users to gather information and provide solutions.

Why is it useful?

Automating Level 1 support frees up your technicians to work on more complex issues while ensuring users get faster responses. Neo Agent can handle routine problems consistently, whether by running automated fixes or by communicating with users to troubleshoot issues.

What It Does​

The L1 Engineer action can resolve tickets by:

Understanding the Problem: Analyzes what's wrong based on the ticket description and any related information.

Choosing the Right Approach: Follows one of two paths you set up:

  • Script Path: Finds and runs the right script to fix the issue automatically
  • Communication Path: Talks with users to gather more details, acknowledge their issues, or guide them through solutions

Managing the Process: Can assign tickets to Neo Agent, create time entries to track the work, and update ticket status as it progresses.

Intelligent Time Tracking: Uses AI to determine appropriate billable time based on the actual work performed, with support for custom time tracking rules.

Getting Approval: Can ask for human approval before taking action (recommended for important changes).

Keeping Everyone Informed: Provides updates for your team and messages for customers when appropriate.

Ticket Status Management​

Neo Agent can automatically update ticket statuses based on what it's doing:

Status Types Neo Can Set​

Neo is Working: When Neo is actively working on a ticket and has sent a message to the user (like asking for more information or providing steps to try).

Needs Human Help: When Neo determines the issue is too complex, the user requested escalation, or when Neo analyzed the ticket but doesn't have a message to send to the user.

Resolved: When Neo determines the issue has been fully resolved based on the ticket conversation.

Controlling Status Updates with Custom Instructions​

You can guide Neo's status decisions using custom instructions. For example:

  • "For password reset requests, always set status to resolved after providing instructions"
  • "For hardware issues, always escalate to human technicians"
  • "Only set status to 'Neo is Working' when you're providing specific troubleshooting steps to the user"
tip

Custom instructions take priority over Neo's default logic. Be specific about when you want each status used for your particular scenarios.

How It Works​

Script Path (Find and Run Scripts)​

When you choose the script approach:

  1. Analyzes the Ticket: Reads the ticket details to understand what needs to be fixed
  2. Finds the Right Script: Searches your RMM system for scripts that can solve this type of problem
  3. Gets Permission (Optional): Asks for approval in Teams if you've set that up
  4. Runs the Script: Executes the script on the appropriate device
  5. Checks If It Worked: Either waits for the ticket to close automatically or prepares a message to ask the user if the problem is fixed
  6. Records the Work: Creates time entries and updates ticket status based on what happened

Communication Path (Talk with Users)​

When you choose the communication approach:

  1. Analyzes the Issue: Reviews the ticket and looks at similar past problems
  2. Decides What to Do: Determines if it should ask for more information, acknowledge the issue, or provide solution steps
  3. Prepares Messages: Creates appropriate responses for the user based on what's needed
  4. Handles the Ticket: Assigns the ticket to Neo Agent if it's actively working on it
  5. Updates Status: Changes ticket status to reflect what's happening (like "waiting for user response")

Configuration Options​

Type of Work​

Choose what approach Neo Agent should take:

  • Find and Run Scripts: Neo Agent will look for and execute scripts to fix problems
  • Clarify with end user, acknowledge, or resolve: Neo Agent will have conversations to gather information or provide guidance

Ticket Management​

Assign to Neo Agent: Have Neo Agent take ownership of tickets it's working on Create Time Entries: Track the time Neo Agent spends on each ticket Time Tracking Custom Instructions: Enable exact time tracking by providing specific rules for how time should be calculated and billed (e.g., "Browser installs should be exactly 23 minutes", "Password resets should be 7 minutes", "Never exceed 2 hours for any single ticket"). Leave empty to use traditional duration-based tracking. Update Status: Change ticket status to show progress (like "In Progress" or "Waiting for User")

Approval Process​

Ask for Approval: Require human approval before Neo Agent takes action Choose Approvers: Select who gets approval requests in Teams

Custom Instructions​

Use Custom Rules: Give Neo Agent specific guidance on how to handle different types of problems Include Company Rules: Use any company-specific instructions you've set up

Script Settings (When Using Script Path)​

Number of Attempts: How many different scripts Neo Agent can try if the first one doesn't work Wait Time: How long to wait after running a script before checking if it worked (only used with Ticket Status verification) Verification Method: How to verify if the script fixed the problem:

  • Ticket Status: Wait for monitoring systems to automatically close the ticket
  • Job Completion: Consider the issue resolved when the RMM job completes successfully
  • Job Completion with Log Evaluation: Analyze execution logs with AI to determine if the script actually fixed the issue (Datto RMM only)
tip

For detailed information about verification methods, see the Find RMM Script documentation.

Communication Settings (When Using Communication Path)​

Acknowledge Issues: Allow Neo Agent to simply acknowledge problems when appropriate Ask for Details: Let Neo Agent ask users for more information when needed Guide Users: Allow Neo Agent to provide step-by-step solutions users can follow Help Technicians: Let Neo Agent create detailed instructions for your technical team

Intelligent Time Tracking​

Neo Agent features advanced AI-powered time tracking that automatically determines appropriate billable time based on the actual work performed, rather than simply logging the duration the agent was active.

Exact Time Tracking

L1 Engineer time entries use exact time specifications without any rounding! You can specify any precise number of minutes in your custom instructions (e.g., "3 minutes for clarification", "27 minutes for onboarding") and that exact time will be logged.

How It Works​

When Create Time Entries is enabled with Time Tracking Custom Instructions provided, Neo Agent uses AI to:

  1. Analyze the Work Performed: Reviews all actions taken during ticket resolution (scripts executed, communications sent, troubleshooting steps, etc.)
  2. Consider Ticket Context: Evaluates the complexity and scope of the issue based on the ticket description and history
  3. Apply Custom Rules: Follows the specific time tracking instructions you provide
  4. Use Exact Time: Records exactly the time specified in your custom instructions (e.g., "3 minutes for clarification" or "27 minutes for onboarding") without any rounding
info

If no custom time tracking instructions are provided, Neo Agent will use the traditional duration-based approach (time based on how long the agent was running, with minimum 1-minute entries).

tip

To activate intelligent time tracking, simply add any custom instruction like "Standard troubleshooting should be 30 minutes" - even basic rules will enable the AI analysis.

Custom Time Tracking Instructions​

The Time Tracking Custom Instructions field allows you to provide specific rules that take absolute precedence over all other considerations. This ensures time entries align with your company's billing practices and standards.

Exact Minutes

You can specify any exact number of minutes in your instructions. Neo Agent will log precisely what you specify - no rounding to quarter hours or any other intervals. For example, "7 minutes", "23 minutes", or "41 minutes" will be logged exactly as specified.

Example Instructions:​

Script-Based Rules:

  • "Never log more than 1 hour for any single script execution"
  • "For simple service restarts, log exactly 8 minutes"
  • "Browser installation scripts should be 23 minutes for basic installs, 41 minutes for complex setups"

Communication-Based Rules:

  • "Initial acknowledgment messages should be exactly 3 minutes"
  • "Detailed troubleshooting guidance should be 27 minutes"
  • "For password resets, always log exactly 7 minutes"
  • "If we've done onboarding stuff, then log 27 minutes"
  • "If we're just clarifying stuff with end users, then log 3 minutes"
Pro Tip

Start with general time tracking instructions and refine them based on the time entries Neo Agent creates. You can specify any exact number of minutes - no need to stick to 15-minute increments or traditional billing intervals. The AI follows your precise specifications exactly.

info

Time tracking instructions are required to activate intelligent time tracking. If not provided, Neo Agent will use the traditional duration-based method (actual time the agent was running, with minimum 1-minute entries).

What You'll Get​

After the action runs, you'll see:

  • Event History: Detailed log of everything Neo Agent did
  • Internal Messages: Summary for your team about what was attempted and the results
  • Customer Messages: Responses ready to send to users (like acknowledgments or questions)
  • Time Entry Details: When time entries are created, you'll see the exact time tracking with reasoning (e.g., "27 minutes - exact time tracking based on custom instructions")
  • Ticket Updates: Any changes that should be made to the ticket

Common Use Cases​

Automatic Script Fixes​

Best for: Common problems that can be fixed with scripts (like restarting services) Setup:

  • Choose "Find and Run Scripts"
  • Enable approval if you want oversight
  • Set up custom instructions for when to use which scripts

Example: When a "Service Down" alert comes in, Neo Agent finds and runs a script to restart the service, then checks if the alert clears.

Interactive Problem Solving​

Best for: Issues that need more information or user guidance Setup:

  • Choose "Clarify with end user, acknowledge, or resolve"
  • Enable asking for details and providing guidance
  • Set up custom instructions for common scenarios

Example: When someone reports "My computer is slow," Neo Agent asks when it started, what programs are running, and provides basic troubleshooting steps.

Acknowledge and Escalate​

Best for: Complex issues that need human attention Setup:

  • Choose "Clarify with end user, acknowledge, or resolve"
  • Enable acknowledgment but disable other communication options
  • Set up escalation status

Example: For unusual problems, Neo Agent acknowledges the ticket to let the user know it's being looked into, then marks it for escalation to your technical team.

Intelligent Time Tracking Setup​

Best for: Accurate billing and consistent time entries across all automated work Setup:

  • Enable "Create Time Entries"
  • Add custom time tracking instructions based on your billing standards
  • Monitor initial time entries and refine instructions as needed

Example: "For antivirus installations, log exactly 42 minutes. For simple password resets, log exactly 6 minutes. If we've done onboarding work, log 27 minutes. If we're just clarifying with end users, log 3 minutes. Never exceed 2 hours for any single automation." This ensures consistent and precise billing regardless of how long the automation actually took to run.

Best Practices​

Start with Safe Actions: Begin with simple, low-risk scenarios before expanding to more complex automation.

Write Clear Instructions: The better your custom instructions, the better Neo Agent will perform. Be specific about what to do in different situations.

Use Approval Initially: Enable approval workflows when you're getting started, then gradually remove them for routine actions you trust.

Monitor Results: Check the Event History regularly to see how Neo Agent is performing and adjust your settings as needed.

Test Thoroughly: Try the action with various ticket types in a test environment before using it on live tickets.

Refine Time Tracking Rules: Start with basic time tracking instructions and refine them based on the actual time entries created. Review time entries regularly to ensure they align with your billing standards.

Document Your Standards: Create clear time tracking instructions that reflect your company's billing practices. Include different rules for different types of work (scripts, communications, troubleshooting, etc.).

Combine with Other Actions: Use follow-up actions like "Notify Ticket's Contact" to send Neo Agent's messages to users, or "Update Ticket Fields" to apply status changes.