Classify Ivanti Neurons ITSM Incidents with OpenAI Attachments (n8n)

Automatically classify Ivanti Neurons ITSM incidents using OpenAI—plus attachment context

This n8n workflow polls Ivanti Neurons for ITSM, collects unclassified incidents and their related attachments, then uses an OpenAI-powered agent to choose the best Service and Category. It writes the classification back to Ivanti and adds a clear journal note explaining the decision.

What this workflow does

• Hourly incident polling: Runs on an hourly trigger to fetch Ivanti incidents where XSC_Classified is not set and the incident status matches the configured filter.
• Symptom cleanup for clarity: Extracts and cleans the incident Symptom HTML into a plain-text Description for better AI context.
• Attachment retrieval: Pulls related attachment links from Ivanti, builds a list of attachment record IDs (including embedded links), and downloads each attachment when present (supporting images and PDFs).
• Single payload with Ivanti context: Creates a mapped payload containing key incident fields, the list of available Ivanti services, and any available attachment binaries.
• OpenAI classification: Uses an OpenAI chat/agent approach to select the most appropriate Ivanti Service, look up its available Categories, and choose the best Category.
• Write-back to Ivanti: Updates the incident with the chosen Service and Category, sets XSC_Classified to true, and creates a journal note explaining the classification.

Use cases

• Reduce ITSM triage time by auto-classifying incidents that are missing XSC_Classified.
• Improve accuracy by including attachment evidence (e.g., screenshots and PDFs) in the OpenAI decision.
• Standardize Service/Category assignment for teams using Ivanti Neurons for ITSM.

Technical details

• Automation platform: n8n (self-hosted required for the Ivanti Neurons community nodes).
• Ivanti integration: Credentials configured for the Synergy Consulting community nodes to read/write incidents, services, categories, attachments, and notes.
• Workflow building blocks: if, code, html, merge, split out, sticky note.

Ready for n8n automation workflow users who want AI-assisted Ivanti ITSM incident classification with attachment-aware context.