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Agents Contextual Triage Agent
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Contextual Triage Agent

Automatically collects and consolidates contextual information from logs or monitoring tools to enrich incident or request tickets, accelerating root cause analysis and resolution.

About the Agent

Contextual Triage Agent is an AI-powered solution from ZBrain built to accelerate and enhance the triage phase of incident management. In fast-paced operational environments, the ability to assess and prioritize incidents quickly is often hindered by disconnected data sources and time-consuming context gathering. This agent solves that challenge by automatically compiling relevant system insights at the moment an incident or service request is raised. It centralizes critical diagnostic inputs—such as performance metrics, recent system events, and historical changes—into a structured summary, attached to the ticket, enabling informed decision-making from the outset.

Contextual Triage Agent

Technically, the agent uses intelligent retrieval logic to collect and correlate data points from relevant observability and change-tracking systems. Once gathered, the information is synthesized into a readable format that aligns with the incident type, helping ensure consistency in how triage information is presented. The structured summaries are dynamically mapped to service tickets, establishing immediate visibility into potential root causes, affected components, or patterns—streamlining the handoff between support tiers.

By delivering real-time, contextual insight during incident intake, the Contextual Triage Agent reduces time-to-diagnosis, supports faster resolution workflows, and helps maintain compliance with service-level objectives. It also improves incident documentation quality, enabling better retrospectives and operational learning. For organizations looking to scale support operations without compromising speed or accuracy, this agent becomes essential for proactive and efficient incident response.

Accuracy
TBD

Speed
TBD

Input Data Set

Sample of data set required for Contextual Triage Agent:

1. New Incident Ticket






Ticket ID
Type
Summary
Creation Timestamp (UTC)
Source System
Affected Service/Application
Priority






INC001
Incident
High error rate on Payment Gateway
2025-05-20 10:37:05
ServiceNow
E-commerce Checkout
Critical




INC002
Incident
Disk space critical on Log Analysis Server
2025-05-20 10:38:22
ServiceNow
Central Logging
High




INC003
Incident
API service timeout for Mobile App
2025-05-20 10:39:40
ServiceNow
Mobile Backend API
Critical




INC004
Incident
Database CPU spike - Reporting Service
2025-05-20 10:41:15
ServiceNow
Data Reporting DB
High




INC005
Incident
Email delivery delays to external domains
2025-05-20 10:42:30
ServiceNow
Outbound Email Service
Medium

Deliverable Example

Sample output delivered by the Contextual Triage Agent:

1. Enriched Incident Tickets






Ticket ID
Type
Summary
Creation Timestamp (UTC)
Priority
Status
Contextual Data Appended






INC001
Incident
High error rate on Payment Gateway
2025-05-20 10:37:05
Critical
New
Metrics, Logs, Changes




INC002
Incident
Disk space critical on Log Analysis Server
2025-05-20 10:38:22
High
New
Metrics, Logs, Changes




INC003
Incident
API service timeout for Mobile App
2025-05-20 10:39:40
Critical
New
Metrics, Logs, Changes




INC004
Incident
Database CPU spike - Reporting Service
2025-05-20 10:41:15
High
New
Metrics, Logs, Changes




INC005
Incident
Email delivery delays to external domains
2025-05-20 10:42:30
Medium
New
Metrics, Logs, Changes








2. Detailed Contextual Data Appended per Ticket


INC001 - High error rate on Payment Gateway


    

  • Metrics (from Datadog): "Transaction 'InitiatePayment' error rate: 85% (500 Internal Server Errors). Avg response time: 12s. Host: payment-gw-prod-01."
    • 

  • Logs (from Splunk): "Frequent errors from payment-gw-prod-01: 'Failed to connect to external provider API: Connection Refused'. Logged IP: 192.0.2.100."
    • 

  • Recent Changes (from Jira): "Last deployment to E-commerce Checkout service: 2025-05-20 09:00:00 (minor config change)."
    • 



INC002 - Disk space critical on Log Analysis Server


    

  • Metrics (from Datadog): "Filesystem /var/log on log-analysis-01 at 98% utilization. Free space: 2GB."
    • 

  • Logs (from Splunk): "Logstash pipeline network_logs reported 'Disk full error' at 2025-05-20 10:37:50. Data ingestion paused."
    • 

  • Recent Changes (from Jira): "No recent configuration changes to log-analysis-01 filesystem or logging retention policies."
    • 



INC003 - API service timeout for Mobile App


    

  • Metrics (from Datadog): "API endpoint /mobile/data reporting 100% timeout rate (504 Gateway Timeout). Affected service: MobileBackendService."
    • 

  • Logs (from Splunk): "Error logs from MobileBackendService instances: 'Database connection pool exhausted' and 'Read timeout from downstream service UserService'."
    • 

  • Recent Changes (from Jira): "Last deployment to MobileBackendService: 2025-05-20 09:30:00 (added new data query)."
    • 



INC004 - Database CPU spike - Reporting Service


    

  • Metrics (from Datadog): "Database reporting_db CPU utilization: 95% (threshold 70%). Top query: SELECT * FROM large_table."
    • 

  • Logs (from Splunk): "Warning: 'Long running query detected, blocking other sessions. SPID 123' from reporting_db."
    • 

  • Recent Changes (from Jira): "Schema change deployment to reporting_db: 2025-05-20 10:00:00 (added new index)."
    • 



INC005 - Email delivery delays to external domains


    

  • Metrics (from Datadog): "Outbound email queue length: 5000 (normal < 100). Send rate: 5 emails/minute."
    • 

  • Logs (from Splunk): "Repeated entries: 'DNS resolution failed for recipient.com'. 'Rate limit exceeded for mail.example.org'."
    • 

  • Recent Changes (from Jira): "No recent changes to outbound email service configuration or DNS settings."
    • 





3. Operational Summary


    

  • Total Incidents Processed: 5
    • 

  • Last Run Timestamp (UTC): 2025-05-20 10:42:55 (reflecting the completion of processing for the latest incident)
    • 

  • Core Systems Integrated:
      

    • Monitoring: Datadog
      • 

    • Centralized Logging: Splunk
      • 

    • Change Management: Jira
      • 

    

    •

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