Ticket triage for Jira Service Management with Gemini AI audit and guidance

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, guidanceaddons) 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 → issuecreated → n8n webhook URL. 5. 🧪 Test with a Ticket → see auto-updates + AI