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This action is deprecated. It still works, but we recommend building an Agent for new automations. An Agent matches configuration items more accurately because it can search your RMM and documentation as it reasons, instead of scoring a fixed candidate list.
The action checks configurations attached to the ticket, linked to its contact, or mentioned in ticket content. It selects the most relevant configuration item or explains why none were suitable.
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

  1. Builds a candidate list - Checks configurations already attached, linked to contact, or mentioned in ticket content
  2. Applies AI analysis - Uses AI to evaluate how well each candidate matches the ticket context
  3. Selects the best match - Chooses the single most relevant configuration item
  4. 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
Match quality depends on your PSA configuration data: correct contact associations, descriptive configuration names, and up-to-date contact links. Custom instructions (optional): Provide specific guidance to help the AI select the most relevant configuration. This can tailor the selection to specific types of issues, common device names, or other contextual clues.

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What you get

The action prepares ticket field updates, typically including the configuration item Neo identified as most relevant. It also creates internal messages explaining which configuration was selected and why, or noting if no relevant configuration was found, and a summary for Executions.