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What is triage?

Triage is how Assist hands a problem to IT when no skill can fix it. Assist gathers the details and device evidence IT needs, then creates a ticket. The employee can trigger triage in the following ways:
  • Asking for a person, such as “get me a human” or “I need to talk to IT”.
  • Clicking the Report Issue quick action.
  • Accepting Assist’s offer to raise a ticket after it couldn’t answer a question or the employee marked an answer as unhelpful.

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How triage works

  • Assist fills in a short form from the conversation, following the triage skill: category, urgency, affected system, summary and symptoms.
  • The employee reviews the form, corrects anything except the category, and submits it.
  • Assist runs the read-only check the skill sets for that category and adds the result to the ticket.
  • Assist offers a screen recording, so the employee can show IT the problem.
  • The ticket goes to your ticketing system.

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The triage skill

Triage runs from a skill, triage, like every other fix.
  • Category: Network, Software, Hardware, Account/Access, Email, Printing, Performance, Security or Other. Assist picks the one closest to the root cause.
  • Urgency: critical when the employee can’t work at all, high for major impact with no workaround, medium when a workaround exists, and low for cosmetic issues or questions. Medium is the default when the employee doesn’t say.
  • Summary, affected system and symptoms: written so a technician understands the problem without reading the chat.
  • One check per category, listed below. The category can’t be edited because it decides which check runs.
Every check is read-only, so triage never changes the computer. You can customize the skill like any other: add categories, reword the urgency levels, or change the check a category runs. Any check you add must also be in the skill’s allowed tools.

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Screen recording

  • The employee chooses Start recording or Skip. Nothing is recorded without their click.
  • Recordings capture the full screen, with no audio, for up to 60 seconds.
  • The recording is uploaded to idemeum and attached to the ticket.
  • On macOS, the employee grants Screen Recording permission the first time, then quits and reopens Assist. Apple doesn’t let MDM grant this permission silently.

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Set up triage and diagnostics

  1. Log in to the idemeum admin portal, go to Agents → Skills, and check that the triage skill is enabled.
  2. Go to Agents → Connectors and connect your ticketing system. See Integrations.
  3. On a test device, type “get me a human”, submit the form, and record a few seconds of screen. Check that the ticket arrives with the form details, the diagnostic result and the recording.