Ivanti Neurons ITSM Incident Resolution with OpenAI KB (n8n Workflow)

Automatically Draft Ivanti ITSM Incident Resolutions with OpenAI—KB-Grounded

This n8n workflow polls Ivanti Neurons for ITSM for newly logged incidents, extracts and cleans the symptom details (including attachments), then uses an OpenAI-powered agent to search the Ivanti Knowledge Base and write an incident resolution grounded in KB articles.

What this workflow does

• Runs hourly and finds incidents where Status = Logged and XSC_AI_Resolution is empty.
• Extracts readable symptom text by converting the incident’s Symptom HTML into clean text.
• Captures context from attachments by detecting embedded attachment links, fetching related attachments from Ivanti Neurons for ITSM, and reading each attachment when present.
• Builds an incident payload (e.g., RecId, summary, status, description) and includes retrieved attachment binaries.
• Processes incidents one at a time and sends the incident context to an OpenAI chat model agent.
• Searches Ivanti Knowledge Base, determines each candidate article’s type, retrieves full article content, and then:
  • updates XSC_AI_Resolution on the incident when a suitable KB article is found, or
  • creates an Ivanti journal note when no suitable article is found.

Use cases

• SaaS and IT ops teams that want faster first-pass ITSM incident resolution drafting directly from Ivanti KB.
• Automation engineers aiming to connect Ivanti Neurons for ITSM with OpenAI KB search to reduce manual triage time.
• Teams needing consistent incident documentation when symptoms include HTML content and supporting files.

Technical details

• Polling and Ivanti API interaction via the Ivanti Neurons for ITSM community node
• Uses OpenAI credentials and a chat model agent to search and retrieve KB content
• Implements workflow logic with nodes such as if, code, html, split out, split in batches, and includes sticky note sections for clarity
• Requires Ivanti permissions to read incidents, read attachments, read knowledge, update incidents, and create journal notes

Optimize your Ivanti ITSM knowledge-driven response: turn logged incidents into KB-grounded resolutions automatically, with n8n and OpenAI.