Built-in agents are ONE doing one defined job under rules you write. Use them when you want a recurring IT job handled in the background, within your policies, and with your approval for anything outside that mandate.
Feature/Functionality
Overview
Each built-in agent works in the background and stays inside your policies. When something goes beyond what you have allowed, it asks for your approval first. Built-in agents come with your plan at no extra cost.
If none of them fits the job, build your own. See Custom agents.
Available agents
- MDM Remediation Agent. ONE works your compliance tickets under a written policy. You switch it on, learn its default behaviour, restrict it and steer it from inside the ticket.
- Helpdesk Agent. ONE answers and works your IT tickets, either one at a time or every ticket employees open. It asks for approval before changing anything beyond the ticket.
- Onboarding Agent. ONE runs each new onboarding from instructions you write: the ticket and its tasks, emails to the new hire, and hand-offs to your team.
- Equipment Agent. ONE chooses, agrees and orders a new hire's device based on your policies. You approve it on the onboarding ticket.
How to use
Each agent is switched on in a different place:
Agent |
Where to switch it on |
Guide |
|---|---|---|
MDM Remediation Agent |
Compliance > Compliance issue settings > publish the AI Remediation policy |
MDM Remediation Agent |
Helpdesk Agent |
For one ticket: AI agent on that ticket. For all tickets: Helpdesk > Settings > Ticket defaults > IT support agent |
Helpdesk Agent |
Onboarding Agent |
People > Settings > Onboarding > Onboarding Agent card > Setup agent |
Onboarding Agent |
Equipment Agent |
People > Settings > Onboarding > Purchase equipment step > Automatic |
Equipment Agent |
- Find the agent you need in the table above.
- Go to the menu path shown for it.
- Follow that agent's guide to finish the setup.
Tips and Best Practices
- Write the policy before switching an agent on. The agent acts only within the rules you give it.
- Try the Helpdesk Agent on single tickets first. Use AI agent on one ticket before turning it on for every ticket.
- Use the approval step. Anything beyond the agent's mandate waits for you, so review those requests promptly.
- Check whether a built-in agent fits before building one. Custom agents are for jobs the built-in ones do not cover.
Troubleshooting and FAQ
Troubleshooting
- The MDM Remediation Agent does nothing. Check that the AI Remediation policy is published under Compliance issue settings.
- The Helpdesk Agent only works on some tickets. It is switched on per ticket. To cover every ticket, enable IT support agent under Helpdesk > Settings > Ticket defaults.
- An agent is waiting and nothing moves. It may need your approval for an action outside its mandate. Check the related ticket.
FAQ
-
Can an agent act outside my policies?
No. It asks for your approval before doing anything beyond its mandate.
-
What if no built-in agent covers my job?
Build a custom agent, or start from an agent template.