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Ticket Triage for Jira Service Management with Gemini AI Audit and Guidance

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Created by: Alejandro Scuncia || ascuncia

Alejandro Scuncia

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Last update 23 days ago

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An extendable triage workflow that classifies severity, sets components, and posts actionable guidance for support engineers using n8n + Gemini + Cache Augmented Generation (CAG). Designed for Jira Service Management, but easily adaptable to Zendesk, Freshdesk, or ServiceNow.

Description

Support teams loose valuable time when tickets are misclassified: wrong severity, missing components, unclear scope. Engineers end up re-routing issues and chasing missing info instead of solving real problems.

This workflow automates triage by combining domain rules with AI-driven classification and guidance, so engineers receive better-prepared tickets.

It includes:
✅ Real-time ticket capture via webhook
✅ AI triage for severity and component
✅ CAG-powered guidance: 3 next steps + missing info
✅ Internal audit comment with justifications & confidence
✅ Structured metrics for reporting

⚙️ How It Works

This workflow runs in 4 stages:

📥 Entry & Setup

  • Webhook triggers on ticket creation
  • Loads domain rules (priority policy, components, guidance templates)
  • Sets confidence threshold & triage label

🧠 AI Analysis (Gemini + CAG)

  • Builds structured payload with ticket + domain context
  • Gemini proposes severity, component, guidance, missing info
  • Output normalized for safe automation (valid JSON, conservative confidence)

🤖 Update & Audit

  • Updates fields (priority, component, labels) if confidence ≥ threshold
  • Posts internal audit comment with:
    • 3 next steps
    • Missing info to request
    • Justifications + confidence

📊 Metrics

  • Captures applied changes, confidence scores, and API statuses
  • Enables reliability tracking & continuous improvement

🌟 Key Features

  • CAG-powered guidance → lightning-fast, context-rich next steps
  • Explainable automation → transparent audit comments for every decision
  • Domain-driven rules → adaptable to any product or support domain
  • Portable → swap JSM with Zendesk, Freshdesk, ServiceNow via HTTP nodes

🔐 Required Credentials

Tool Use
Jira Service Management Ticketing system (API + comments)
Google Gemini/Gemma LLM analysis
HTTP Basic Auth For Jira API requests (bot user)

⚠️ Setup tip: create a dedicated bot user in Jira Service Management with an API token.
This ensures clean audit logs, proper permissions, and avoids mixing automation with human accounts.

🧰 Customization Tips

  • Replace https://your-jsm-url/... with your own Jira Service Management domain.
  • Update the credentials with the bot user’s API token created above.
  • Swap Jira Service Management nodes with other ticketing systems like Zendesk, Freshdesk, or ServiceNow.
  • Extend the domain schema (keywords, guidance_addons) to fit your product or support environment.

🗂️ Domain Schema

This workflow uses a domain-driven schema to guide triage.
It defines:

  • Components → valid areas for classification
  • Priority policies & rules → how severity is determined
  • Keywords → domain-specific signals (e.g., “API error”, “all users affected”)
  • Guidance addons → contextual next steps for engineers
  • No-workaround phrases → escalate severity if present

✨ The full domain JSON (with complete keyword & guidance mapping) is included as a sticky note inside the workflow.

💡 Use Cases

  • Automated triage for IT & support tickets
  • Incident classification with outage/security detection
  • Contextual guidance for engineers in customer support
  • Faster escalation and routing of critical issues

🧠 Who It’s For

  • Support teams running Jira Service Management
  • Platform teams automating internal ticket ops
  • AI consultants prototyping practical triage workflows
  • Builders exploring CAG today, RAG tomorrow

🚀 Try It Out!

  1. ⚙️ Import the Workflow in n8n (cloud or self-hosted).
  2. 🔑 Add Credentials (JSM API + Gemini key).
  3. ⚡ Configure Setup (confidence threshold, triage label, domain rules).
  4. 🔗 Connect Webhook in JSM → issue_created → n8n webhook URL.
  5. 🧪 Test with a Ticket → see auto-updates + AI audit comment.
  6. 🔄 Swap the Ticketing System → adapt HTTP nodes for Zendesk, Freshdesk, or ServiceNow.

💬 Have Feedback or Ideas? I’d Love to Hear

This project is open, modular, and evolving.
If you try it, adapt it, or extend it, I’d love to hear your feedback — let’s improve it together in the n8n builder community.

📧 [email protected]
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