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This action is deprecated. It still works and is not going away without notice, but we recommend building an Agent for new Workflows. Give the Agent the RMM script tools and it reads the ticket, picks the script, chooses the device, runs it and reads the result in one run - and it can try a different script when the first one does not fix the issue. This action stops at a suggestion unless you turn on Execute the suggested script, and it then follows a fixed execute-then-verify loop with a preset attempt count.
It reads ticket descriptions, notes, and details to find scripts in your RMM system. You can configure it to suggest scripts or execute them.

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Quick start

1

Add to ticket workflow

Add the action to workflows triggered by new tickets or specific issue types that can be resolved with scripts.
2

Configure execution settings

Choose whether Neo Agent should only suggest scripts or actually execute them, and set up approval requirements if needed.
3

Set verification method

Choose how to verify if scripts worked: ticket status monitoring, job completion, or log analysis (Datto RMM only).
4

Add custom instructions

Provide guidance on script preferences, safety rules, and which scripts to use for specific problems.

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How it works

  1. Analyzes the problem: Reads ticket description, notes, and details to understand what needs fixing
  2. Searches script library: Finds scripts in your RMM system that could solve this type of problem
  3. Selects best match: Chooses the most appropriate script based on problem analysis and your preferences
  4. Identifies target device: Determines which device to run the script on from ticket information
  5. Executes and verifies: Optionally runs the script and checks if it resolved the issue

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Setup

Script execution: Choose whether Neo Agent should only suggest scripts or actually execute them. Approval process: Require human approval before script execution (recommended when starting). Verification method: Choose how to determine if scripts worked:
  • Ticket Status: Wait for monitoring systems to close tickets automatically
  • Job Completion: Consider script successful when RMM job completes
  • Log Analysis: Use AI to analyze execution logs for true success (Datto RMM only)
Use Ticket Status for monitored systems, Job Completion for simple maintenance scripts, and Log Analysis for complex scripts that need deeper verification (Datto RMM only). Custom instructions: Provide specific guidance about script preferences, safety rules, which scripts to use for different problems, and which scripts to avoid in specific situations. Retry settings: Configure how many scripts to try and wait times between attempts.
Begin with script suggestions only and review Neo’s choices, then enable automatic execution for simple cases. Test on non-critical systems first. You can turn off approvals for routine fixes later, but keep them for high-risk scripts.