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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.
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 technicians can start working with the right information.
This action is available only as a triggered action in workflows.

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Quick start

1

Add to ticket workflow

Add the action to workflows triggered by new tickets to automatically link relevant devices or assets.
2

Configure search sources

Enable searching by ticket contact, last login device, and ticket content for comprehensive configuration discovery.
3

Add custom instructions (optional)

Provide guidance for specific issue types, like prioritizing printers for print issues or servers for application problems.
4

Add update action

Use “Update Ticket Fields” to automatically attach the found configuration to the ticket.

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How it works

This action systematically finds the best configuration match:
  1. Searches multiple sources - Checks configurations already attached, linked to contact, or mentioned in ticket content
  2. Gathers candidates - Collects potential configuration items from various sources
  3. Applies AI analysis - Uses AI to evaluate how well each candidate matches the ticket context
  4. Selects best match - Chooses the single most relevant configuration item
  5. Provides reasoning - Explains why the configuration was selected or why none were suitable

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Setup

Search sources: Choose which sources Neo should use to find candidate configurations:
  • Search for configurations linked to the ticket’s contact in the PSA
  • Search for configurations associated with the contact’s last login device
  • Search for configurations mentioned in the ticket’s content
Custom instructions (optional): Provide specific guidance to help the AI select the most relevant configuration. This can help tailor the selection to specific types of issues, common device names, or other contextual clues.

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What you get

After running, you’ll have ticket field updates ready to apply (typically including the configuration item Neo identified as most relevant), internal messages explaining which configuration was selected and why (or noting if no relevant configuration was found), and a summary for your Event History.

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Common use cases

Automatically find and suggest the most relevant device (laptop, workstation, server) when new tickets are created, ensuring immediate context.
For tickets about specific equipment types (printers, servers, network devices), use custom instructions to prioritize appropriate configuration types.
Identify the correct user device for support issues by matching email addresses and login information.
Link tickets to relevant service configurations, software assets, or infrastructure components based on issue content.

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Best practices

The effectiveness relies on well-maintained configuration data with correct associations, descriptive names, and up-to-date contact links.
Provide guidance for common scenarios: “For user login issues, prioritize workstations over servers” or “For application errors, prioritize server configurations.”
Experiment with enabling/disabling different search sources to optimize for your data quality and common ticket types.
Check Event History to understand Neo’s selection reasoning and identify areas for PSA data improvement or instruction refinement.
Always pair with “Update Ticket Fields” to actually attach the found configuration to the ticket for technician use.
Track how often relevant configurations are found and adjust search sources or instructions to improve match rates.

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Example workflows

  1. Trigger: New ticket created
  2. Find Relevant Configuration - Search all sources for best device match
  3. Update Ticket Fields - Attach found configuration to ticket
  4. Notify Ticket’s Owner - Alert technician that configuration has been linked
  5. Result: Every new ticket automatically gets relevant device context
  1. Trigger: Ticket created with “Printer” category
  2. Find Relevant Configuration - Custom instructions: “Prioritize printer configurations”
  3. Update Ticket Fields - Link printer device to ticket
  4. Result: Printer issues automatically linked to correct printer devices
  1. Trigger: Ticket created for user login issues
  2. Find Relevant Configuration - Search by contact and last login device
  3. Update Ticket Fields - Attach user’s primary workstation
  4. Add Ticket Note - Document configuration selection reasoning
  5. Result: Login issues automatically linked to user’s actual device