The flow
Ticket mirrored from the ITSM
The gateway mirrors the incoming ticket (plus its comments) into 2501 as a Ticket record. Nothing else changes in the ITSM yet.
Gateway parses and judges feasibility
The gateway uses the tenant’s text LLM to read the ticket, parse attachments with the multimodal model, and decide whether the request is in scope. It looks at registered hosts, available agents, and applicable rules to figure out which agent should handle it.
Job is created
Once the gateway has a plan, it creates a Job that wraps one or more tasks. A job is the unit of work tied back to the ticket.
Tasks dispatched to agents
Each Task targets a single agent on a single host. The agent receives the task description plus dynamically injected operational rules, knowledge facts, and credentials. One task = one agent. One job = N tasks, possibly across N agents.
Agent runs, observes, adapts, reports back
The agent executes autonomously until it has a result. The orchestrator reads that result and decides whether the ticket is resolved or whether another task is needed.
The 5-task ceiling
A job is capped at 5 tasks. This is a hard limit set after observing thousands of tickets:- Most jobs need 1–3 tasks
- Headroom for 2 more tasks covers multi-host coordination (e.g. master + slave) or deeper investigation
- If 5 tasks complete and the ticket is still not resolved, the job is automatically marked failed
Where rules and knowledge come in
The gateway and the agent both inject context at runtime:- Operational Rules match by tag against the target host and the inferred task action, then surface up front.
- Knowledge facts about the host get attached automatically.
- Credentials scoped to the agent’s host are made available for tool calls.
- Mid-task, the agent can pull additional rules or facts on demand if the situation evolves.
Where each piece is configured
| Piece | Where |
|---|---|
| Who can be picked | Agents + Hosts inventory |
| How an agent thinks | Specialty attached to the agent |
| What must always be true | Operational Rules |
| What must never be run | Blacklist |
| What the agent knows about your env | Knowledge |
| How tickets become tasks | Gateway routing prompt |