Automatic Re-Evaluation of ITSM Tickets

Harmony can automatically re-evaluate your ITSM tickets using the latest AI agent logic, so ticket assessments stay accurate as conversations evolve. When a re-evaluation is triggered, Harmony reruns the full agent evaluation workflow against the ticket, overrides the previous results in the Harmony ticket record, detects relevant workflows, and regenerates internal notes. Your team always has the most current context available without needing to intervene manually.

How Automatic Re-Evaluation Works

When a re-evaluation is triggered for an ITSM ticket, Harmony performs the following steps:

1. Reruns the full agent evaluation workflow - Harmony processes the ticket through the same AI agent logic used during the initial evaluation, applying any updates or improvements made to the agent since the ticket was first assessed.
2. Overrides previous results - The existing assessment in the Harmony ticket record is replaced with the new evaluation output, ensuring the record always reflects the most current AI-driven analysis.
3. Detects relevant workflows - Harmony identifies workflows that apply to the ticket based on the updated evaluation.
4. Regenerates internal notes - Internal notes are rewritten to reflect the latest context, giving your team an accurate and up-to-date summary directly within the ticket.

When Re-Evaluation Is Triggered

Re-evaluation can be triggered automatically as a ticket conversation evolves - for example, when new messages or updates are added to the ticket. This means assessments remain aligned with the full conversation history rather than only the state of the ticket at the time of initial evaluation.

Benefits

• Accuracy over time - Ticket assessments are not frozen at the moment of creation. As more information becomes available in a conversation, the evaluation reflects that updated context.
• Up-to-date internal notes - Your team does not need to manually review and rewrite notes when a ticket changes. Harmony handles regeneration automatically.
• Consistent application of the latest AI logic - Any improvements made to your AI agent configuration are applied to re-evaluated tickets, keeping your assessments aligned with your current setup.
• Reduced manual effort - Because the process runs automatically, your team can focus on resolving tickets rather than maintaining assessment accuracy.

Considerations

• Re-evaluation overrides the previous results in the Harmony ticket record. If you need to retain a history of prior evaluations, ensure your workflows or integrations account for this before enabling the feature.
• Internal notes are regenerated during re-evaluation, so any manually edited notes in the Harmony record may be overwritten. Review your team's note-taking practices to avoid losing manually added context.