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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 automations. An Agent decides for itself which scripts to run and how to talk to the user, rather than following a fixed L1 recipe.
The action can take ownership of tickets, track time spent, and update ticket status as it works. Configure it to run scripts to fix problems or have conversations with users to gather information and provide solutions.

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Quick start

1

Choose your approach

Decide whether Neo Agent should run scripts to fix problems automatically or have conversations with users to gather information and provide guidance.
2

Configure ticket management

Set up whether Neo Agent should take ownership of tickets, track time spent, and update ticket status as it works.
3

Set approval requirements

Require human approval before Neo Agent takes action (recommended when starting out).
4

Add custom instructions

Provide specific guidance on how to handle different types of problems or use company-specific rules.

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How it works

The L1 Engineer action can:
  1. Run scripts - Find and run appropriate RMM scripts to fix issues automatically.
  2. Communicate with users - Gather details, acknowledge issues, or guide users through solutions.
  3. Manage tickets - Assign tickets to Neo Agent and track time spent on resolution.
  4. Update status - Update ticket status based on progress (Neo is Working, Needs Human Help, Resolved).
  5. Request approval - Request human approval before taking action.
The communication path produces a customer message; pair the action with “Notify Ticket’s Contact” to send it.

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Setup

Script settings: When using the script approach, choose the number of attempts and the verification methods. Communication options: When using the communication approach, enable acknowledgments, information gathering, and user guidance. Time tracking: Configure custom time tracking instructions to match your billing standards. Company-specific rules: Pin a memory on a company to give this action rules that apply only to that client — an approval requirement, a maintenance window, a device naming convention. Pinned company memories are added to every run; there is no per-action switch.

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Common use cases

Handle common problems that can be fixed with scripts (like restarting services). Neo Agent finds and runs the right script, then checks if the issue is resolved.
Handle issues that need more information or user guidance. Neo Agent asks questions, provides troubleshooting steps, and guides users through solutions.
Handle complex issues that need human attention. Neo Agent acknowledges the ticket and marks it for escalation to your technical team.
Use custom time tracking rules to log billable time based on work performed, not execution duration.