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The Update Ticket Fields tool allows Neo Agent to modify ticket metadata like status, priority, type, and custom fields based on its analysis and actions.

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What It Does

When enabled, the agent can update:
  • Status and sub-status
  • Priority and severity
  • Type and subtype
  • Board/queue assignment
  • Custom fields (based on configuration)
  • Tags (Autotask)
  • Configuration items
  • Contacts

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How to Use

  1. Enable the tool in your workflow
  2. Select which fields the agent can update
  3. Provide custom instructions on when and how to update fields

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Example Instructions

Update ticket status to "In Progress" when starting work.
Set priority to "High" if the customer mentions business impact.
Add the "AI-Processed" tag after completing analysis.