Enterprise Functionsappvoiceweb

IT helpdesk L1

Password resets and access requests solved in chat; access to finance groups asks the owner via a Teams card.

Enterprise Functions

IT helpdesk L1

SUPERVISORAGENTSSYSTEMSHelpdesk Supervisorplan · route · approveIntent Agentaginies-small-oss-32bon-premAccess Agentaginies-medium-oss-120bon-premTicket Agentaginies-small-oss-27bon-premActive Directory /Entra IDServiceNowMicrosoft Teams
Audit trail00:00.00
run #128,879elapsed 0 mstokens 0cost $0.000status —Approval rule: Access to a finance or production group → group owner approval

Simulation · derived from real agent definitions · every agent can be built by dialogue with the Autonomous Agent and validated with a test corpus
Trigger

IT request in Teams chat or on the portal

Outcome

Password reset, access granted with approval, ticket opened and resolved, user confirmed

Agents

SUPERVISOR

Helpdesk Supervisor

Decomposes the objective, delegates to agents, manages approval points, merges the result.

aginies-small-oss-32b · on-prem

Intent Agent

Understands the request and verifies identity

detect_intentverify_identity
aginies-medium-oss-120b · on-prem

Access Agent

Resets passwords and manages group membership

reset_passwordget_group_ownercheck_sod_rulesadd_to_group
aginies-small-oss-27b · on-prem

Ticket Agent

Opens, resolves and notifies on tickets

create_ticketresolve_ticketsend_teams_message

Steps

#KindAgentWhat happensSystemmstok
01 ingest Helpdesk Supervisor Teams chat: "I can't log in and I need access to the SAP FI-CO report folder" — 180 —
02 reason Intent Agent 2 intents: password reset + access request (folder "FI-CO Reports") — 520 380
03 verify Intent Agent Identity: MFA push confirmed, device managed, no active security flag — 420 —
04 write Access Agent Password reset, temporary password sent by SMS, change forced at next login Active Directory / Entra ID 480 —
05 tool Access Agent Group "FI-CO-Reports-Read" owner: Finance Controller; no SoD conflict Active Directory / Entra ID 380 —
06 approval Helpdesk Supervisor Access to a finance group → group owner approved via Teams card in 9 min — 2,600 —
07 write Access Agent User added to "FI-CO-Reports-Read", 180-day access review scheduled Active Directory / Entra ID 460 —
08 write Ticket Agent Ticket SN-REQ-503311 created and resolved with both actions logged ServiceNow 420 —
09 notify Ticket Agent User confirmed in Teams, CSAT survey sent Microsoft Teams 220 —
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