Automated JIRA Support Ticket Triage and Resolution

This workflow is ideal for:

• Support Teams: Teams managing a high volume of support tickets, looking to automate the triaging and resolution process.
• Project Managers: Individuals who need to ensure that tickets are prioritized and addressed efficiently.
• IT Departments: Departments seeking to streamline their issue management processes using AI technology.
• Automation Enthusiasts: Users interested in leveraging automation tools like n8n to improve workflows and reduce manual tasks.

This workflow addresses the challenges of managing support tickets by automating the triaging process, ensuring that:

• New tickets are promptly identified and processed.
• Tickets are labeled and prioritized based on their content, reducing the risk of oversight.
• AI is utilized to suggest resolutions based on historical data, improving response times and customer satisfaction.

1. Scheduled Trigger: The workflow starts with a scheduled trigger that checks for newly opened tickets in the JIRA support queue at regular intervals (every few minutes).
2. Get Open Tickets: It retrieves the latest open tickets that are marked as 'To Do' in the SUPPORT project, limiting the retrieval to 10 tickets at a time.
3. Mark as Seen: To prevent processing the same tickets multiple times, it marks tickets that have already been seen.
4. Simplify Ticket: Each ticket's details are simplified to extract key information such as project key, issue key, type, created date, status, summary, description, and reporter information.
5. Label, Prioritize & Rewrite: An AI model analyzes the ticket information to classify and label the issue, assign a priority (from 1 to 5), and rewrite the summary and description for clarity.
6. Update JIRA: The workflow updates the JIRA ticket with the new labels, priority, and a revised description, ensuring that the ticket is accurately represented.
7. Get Recent Similar Issues Resolved: It retrieves similar resolved issues from the past month to provide context for potential resolutions.
8. Loop Over Items: The workflow processes each similar resolved issue to gather insights.
9. Get Comments: It fetches comments from these similar issues to understand how they were resolved.
10. Summarize Resolution: An AI model summarizes the resolution of the similar issues to provide a concise overview.
11. Attempt to Resolve Issue: The workflow uses the insights from resolved issues to suggest a resolution for the current ticket, addressing the reporter directly and simplifying the response.
12. Add Comment to Issue: Finally, it adds the proposed resolution as a comment on the original ticket, enhancing communication with the reporter.