The Resolve Issue skill gives the agent a structured, proven methodology for diagnosing and resolving technical issues — the same approach an experienced MSP technician would follow.
What It Does
Instead of jumping straight to a fix, the agent follows a systematic process:
- Gathers context — searches your documentation, finds similar resolved tickets, and reviews device configurations before acting
- Diagnoses root causes — uses first-principles reasoning to distinguish symptoms from actual causes, ranking possibilities by evidence
- Resolves with minimal risk — starts with safe, reversible fixes and escalates only when needed
- Validates and documents — confirms the fix worked and documents everything for the technician
Why It Matters
- Fewer misdiagnoses — the agent doesn’t guess. It researches first, then forms a hypothesis backed by evidence from your own documentation and ticket history.
- Consistent quality — every ticket gets the same thorough analysis, whether it’s a password reset or a complex networking issue.
- Faster resolution — by following a proven methodology rather than trial-and-error, the agent reaches the right fix faster.
- Built-in safety — the skill enforces guardrails like never sharing unconfirmed diagnosis with end users and never making irreversible changes without approval.
The Resolve Issue skill works best when your documentation and past ticket notes are well-maintained. Better data in means better diagnosis and resolution.
