{"product_id":"ivanti-neurons-itsm-incident-resolution-with-openai-kb-n8n-workflow","title":"Ivanti Neurons ITSM Incident Resolution with OpenAI KB (n8n Workflow)","description":"\u003ch3\u003eAutomatically Draft Ivanti ITSM Incident Resolutions with OpenAI—KB-Grounded\u003c\/h3\u003e\n\u003cp\u003eThis n8n workflow polls \u003cstrong\u003eIvanti Neurons for ITSM\u003c\/strong\u003e for newly logged incidents, extracts and cleans the symptom details (including attachments), then uses an \u003cstrong\u003eOpenAI-powered agent\u003c\/strong\u003e to search the \u003cstrong\u003eIvanti Knowledge Base\u003c\/strong\u003e and write an \u003cstrong\u003eincident resolution grounded in KB articles\u003c\/strong\u003e.\u003c\/p\u003e\n\n\u003ch3\u003eWhat this workflow does\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003e\n\u003cstrong\u003eRuns hourly\u003c\/strong\u003e and finds incidents where \u003cstrong\u003eStatus = Logged\u003c\/strong\u003e and \u003cstrong\u003eXSC_AI_Resolution\u003c\/strong\u003e is empty.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eExtracts readable symptom text\u003c\/strong\u003e by converting the incident’s Symptom HTML into clean text.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eCaptures context from attachments\u003c\/strong\u003e by detecting embedded attachment links, fetching related attachments from Ivanti Neurons for ITSM, and reading each attachment when present.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eBuilds an incident payload\u003c\/strong\u003e (e.g., RecId, summary, status, description) and includes retrieved attachment binaries.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eProcesses incidents one at a time\u003c\/strong\u003e and sends the incident context to an OpenAI chat model agent.\u003c\/li\u003e\n  \u003cli\u003e\n\u003cstrong\u003eSearches Ivanti Knowledge Base\u003c\/strong\u003e, determines each candidate article’s type, retrieves full article content, and then:\n    \u003cul\u003e\n      \u003cli\u003e\n\u003cstrong\u003eupdates XSC_AI_Resolution\u003c\/strong\u003e on the incident when a suitable KB article is found, or\u003c\/li\u003e\n      \u003cli\u003e\n\u003cstrong\u003ecreates an Ivanti journal note\u003c\/strong\u003e when no suitable article is found.\u003c\/li\u003e\n    \u003c\/ul\u003e\n  \u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eUse cases\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003eSaaS and IT ops teams that want faster first-pass \u003cstrong\u003eITSM incident resolution drafting\u003c\/strong\u003e directly from Ivanti KB.\u003c\/li\u003e\n  \u003cli\u003eAutomation engineers aiming to connect \u003cstrong\u003eIvanti Neurons for ITSM\u003c\/strong\u003e with \u003cstrong\u003eOpenAI KB search\u003c\/strong\u003e to reduce manual triage time.\u003c\/li\u003e\n  \u003cli\u003eTeams needing consistent incident documentation when symptoms include HTML content and supporting files.\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003ch3\u003eTechnical details\u003c\/h3\u003e\n\u003cul\u003e\n  \u003cli\u003ePolling and Ivanti API interaction via the \u003cstrong\u003eIvanti Neurons for ITSM community node\u003c\/strong\u003e\n\u003c\/li\u003e\n  \u003cli\u003eUses \u003cstrong\u003eOpenAI\u003c\/strong\u003e credentials and a chat model agent to search and retrieve KB content\u003c\/li\u003e\n  \u003cli\u003eImplements workflow logic with nodes such as \u003cstrong\u003eif\u003c\/strong\u003e, \u003cstrong\u003ecode\u003c\/strong\u003e, \u003cstrong\u003ehtml\u003c\/strong\u003e, \u003cstrong\u003esplit out\u003c\/strong\u003e, \u003cstrong\u003esplit in batches\u003c\/strong\u003e, and includes \u003cstrong\u003esticky note\u003c\/strong\u003e sections for clarity\u003c\/li\u003e\n  \u003cli\u003eRequires Ivanti permissions to \u003cstrong\u003eread incidents, read attachments, read knowledge, update incidents\u003c\/strong\u003e, and \u003cstrong\u003ecreate journal notes\u003c\/strong\u003e\n\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003cp\u003e\u003cstrong\u003eOptimize your Ivanti ITSM knowledge-driven response:\u003c\/strong\u003e turn logged incidents into KB-grounded resolutions automatically, with n8n and OpenAI.\u003c\/p\u003e","brand":"N8N Commerce","offers":[{"title":"Default Title","offer_id":45950191632563,"sku":"N8N-19139","price":72.99,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0749\/6279\/6723\/files\/Z9ZaZpnYEe9Du7PLE-cVZ_zSxwfLS7.png?v=1788513852","url":"https:\/\/buyflowscripts.com\/products\/ivanti-neurons-itsm-incident-resolution-with-openai-kb-n8n-workflow","provider":"N8N Commerce","version":"1.0","type":"link"}