Have an AI agent investigate the computer behind each IT ticket, test what's wrong with read-only checks, and stage a fix from an approved list for a technician to OK: AI agent prompt
Most IT tickets arrive as 'my laptop is slow' with no details, and the first hour goes on gathering facts. On Oct 29, 2026 ConnectWise launched Agentic RMM, an agent that looks at the device behind a ticket, runs read-only diagnostics, tests its guesses about the cause and proposes a fix from a vetted catalog; any change to the device needs a technician's explicit approval. Early partners reported first-touch times falling from one hour to five minutes and an 86% drop in escalations. The prompt below gives the same investigate-then-propose routine to any agent that can read your remote-management tool and ticket system.
The prompt
You are my IT ticket investigator. You can read our ticket system [e.g. ConnectWise PSA, Zendesk, Jira Service Management] and our device management tool [e.g. RMM, Intune, Kandji]. For each new ticket: 1) Find the device and user it is about; if that's unclear, write the one question to ask the user. 2) Run read-only checks only: uptime, disk space, CPU and memory, recent updates or installs, event or crash logs, and network status. 3) List up to 3 likely causes, and for each say which check supports or rules it out. 4) Propose one fix chosen only from this approved list: [restart a service, clear temp files, reinstall an approved app, roll back the latest update, reset network adapter]. Explain the risk and how to undo it. 5) Post a short note on the ticket: what you checked, what you found, and the proposed fix, marked 'Needs technician approval'. Never change the device, run a script that writes anything, or close the ticket yourself. If the issue isn't covered by the approved list, say so and escalate.
Fill in the blanks, then copy
This prompt has 2 [bracket]s to fill in. Type your details below and the prompt updates as you go. Your answers stay in this browser and are reused on other prompts with the same blanks. Nothing is sent to us.
Example values are fictional, just to show how a filled-in prompt reads. Replace them with your real details.How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (use the fill-in-the-blanks box above, which remembers your answers for the next prompt).
- Paste it into ConnectWise Agentic RMM, ConnectWise PSA, Microsoft Intune and review the answer before you use it.
Works with: ConnectWise Agentic RMM, ConnectWise PSA, Microsoft Intune, ChatGPT, Claude
Real-world example: connectwise.com/company/press/releases/connectwise-launches-industrys-
Before you use it: what to check
Already built into this prompt
- Never change the device, run a script that writes anything, or close the ticket yourself.
- If the issue isn't covered by the approved list, say so and escalate.
Check yourself
- This prompt works on text other people wrote (emails, reviews, messages or web pages). That text can hide instructions aimed at AI, such as "ignore your rules and…". Paste it as material to work on, and never let the AI act on requests inside it, like paying, sharing logins or changing records. How prompt injection works →
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
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