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The Request Technician Approval tool enables the Technician-in-the-Loop workflow, requiring human approval before the agent takes certain actions.

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What It Does

When enabled, the agent can:
  • Pause before taking sensitive actions
  • Send approval requests to configured technicians via Teams
  • Wait for approval or rejection
  • Proceed or abort based on the decision
Setup Required: Follow the Teams integration guide to allow Neo to ask approval in Teams.

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How It Works

  1. Agent analyzes the ticket and determines an action is needed
  2. Agent prepares the action and explains what it wants to do
  3. A Teams message is sent to configured technicians with approve/reject buttons
  4. Technician reviews and makes a decision
  5. Agent proceeds or aborts based on the response

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How to Use

This tool is automatically enabled when you enable “Require Technician Approval” on other tools like:
  • Execute RMM Script
  • Add Client-Facing Note
  • Create User in Entra ID
  • And many others

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Example Approval Message

Technician-in-the-Loop

Learn more about Technician-in-the-Loop

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Best Practices

Have multiple technicians available to avoid delays when someone is unavailable.
Balance responsiveness with giving technicians time to review.
Guide the agent on when to seek approval vs. proceed autonomously.
Regularly check what’s being approved to identify automation opportunities.