---
name: al-413-have-an-ai-agent-investigate-the-computer-behind-each-it
description: "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. Use when the user wants help with ticket device investigation (it & internal help) for a small business."
---

# 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

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.

## Inputs to collect first
Ask the user for anything below that they haven't already given you. Don't guess missing facts.

- E.g. ConnectWise PSA, Zendesk, Jira Service Management
- E.g. RMM, Intune, Kandji
- Restart a service, clear temp files, reinstall an approved app, roll…

## Instructions

Do the task below with the user's inputs in place of each [bracket].

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.

## Safety checks (share these with the user)

- 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.
- 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.
- Say clearly which parts need a person to review or approve before anything is sent, paid, posted or filed.

## About this skill

- Works with: ConnectWise Agentic RMM, ConnectWise PSA, Microsoft Intune, ChatGPT, Claude
- Based on this real-world example: https://www.connectwise.com/company/press/releases/connectwise-launches-industrys-first-agentic-rmm
- Free prompt from AgentPlaybook Real Estate: https://agentic-library.netlify.app/prompt/al-413-have-an-ai-agent-investigate-the-computer-behind-each-it-tic/
- To install in an agent that supports Agent Skills, save this file as SKILL.md in a folder with the same name as `name` above (for example in your skills directory). Install steps for Claude.ai, Claude Code, Cursor and Codex: https://agentic-library.netlify.app/skills/