🚨 Open Incidents
38
12 critical
🤖 Auto-Resolved
72%
▲ 28% baseline
⏱ Avg MTTR
5.4h
▼ from 11.2h
🏦 Clients
14
2 SLA breach risk
💸 Labor Saved
$42K
This month
Active Incidents
| Ticket ID | Client | Issue | Severity | Age | SLA Status | Status | |
|---|---|---|---|---|---|---|---|
INC-4821 | Nexus Financial | VPN tunnel down — 12 users | P1 | 14m | Breached | Triaging | |
INC-4820 | Metro Logistics | Exchange server disk 92% full | P1 | 28m | At Risk | Running Playbook | |
INC-4819 | CityHealth Clinic | EHR application slow — 3 depts | P2 | 45m | On Track | Auto-Resolved | |
INC-4818 | Atlas Retail | POS system offline — 4 stores | P1 | 1h 2m | Breached | Escalated | |
INC-4817 | Sunrise School | Wi-Fi AP offline in main building | P3 | 2h 14m | On Track | Auto-Resolved |
Triage Console — INC-4821
P1 — 14 min oldIncident Summary
Client
Nexus Financial
Reporter
k.brady@nexus.com
Description
VPN tunnel to Azure AD down. 12 remote users locked out.
SLA Target
P1: 30 min response
Environment
FortiGate 200F / Azure VPN
AI Context Enrichment
[Triage-01] Category: network.vpn, Confidence: 0.96
[Triage-01] Last incident on this device: INC-3842 (2 weeks ago)
[Triage-01] Previous resolution: IKEv2 renegotiation timeout
[pgvector] 3 similar solutions found (cos sim > 0.88)
[Recommend] Ansible playbook: vpn_tunnel_reset_fortinet.yml
Triage Result
Category
network.vpn.tunnel_down
Root Cause (AI)
IKEv2 SA timeout (Phase 2)
Confidence
0.94
Recommended Action
Run Ansible Playbook
HITL Required
No
pgvector Solution Retrieval
| Solution ID | Title | Similarity | Success Rate | Avg Resolve Time | Playbook | |
|---|---|---|---|---|---|---|
SOL-8421 | FortiGate IKEv2 Phase 2 SA Reset | 0.96 | 94% | 4.2 min | vpn_tunnel_reset.yml | |
SOL-8119 | Cisco ASA VPN Tunnel Restart | 0.88 | 91% | 6.1 min | cisco_vpn_restart.yml | |
SOL-7820 | Azure VPN Gateway Reset (Portal) | 0.84 | 78% | 18 min | Manual steps | |
SOL-7410 | DNS Resolution Fix for VPN Split Tunnel | 0.81 | 82% | 8.4 min | dns_fix.yml |
Auto-Resolution — INC-4821
Running PlaybookAnsible Playbook: vpn_tunnel_reset_fortinet.yml
TASK [Gather FortiGate facts] *************** ok
TASK [Check current IKE SA status] ********** ok → Phase 2: DOWN
TASK [Clear dead SA entries] **************** ok → 3 stale SAs cleared
TASK [Renegotiate IKEv2 Phase 1] ************ running…
TASK [Renegotiate IKEv2 Phase 2] ************ pending…
TASK [Verify tunnel connectivity] *********** pending…
Steps Completed
3 / 6
Elapsed
2m 14s
Expected ETA
4m 00s
Confidence
94%
Escalation Validator — HITL Queue
2 PendingINC-4818 — POS System Offline (Atlas Retail)
AI Confidence
0.68 (below 0.75 threshold)
Proposed Solution
Restart POS service on 4 store servers
Risk Level
Payment system — requires approval
Reviewer Notes
Client SLA Monitor
| Client | SLA Tier | P1 SLA | Current MTTR | Breach Risk % | Open P1s | Status |
|---|---|---|---|---|---|---|
| Nexus Financial | Platinum | 30 min | 24 min | 82% | 2 | Breached |
| Atlas Retail | Gold | 1 hour | 72 min | 98% | 1 | Breached |
| Metro Logistics | Gold | 1 hour | 38 min | 42% | 1 | At Risk |
| CityHealth Clinic | Silver | 4 hours | 45 min | 4% | 1 | On Track |
| Sunrise School | Silver | 8 hours | 2.1h | 2% | 0 | On Track |
MTTR Analytics
Current MTTR
5.4h
▼ 52% from 11.2h
Auto-Resolution Rate
72%
▲ 44% improvement
Labor Saved
$42K
This month
HITL Rate
28%
▼ from 100%
Weekly MTTR Trend (hours)
Week 111.2h
Week 29.4h
Week 37.4h
Week 46.5h
Week 55.6h
Week 65.4h
Routing Rules Engine
Active Routing Rules
network.vpn
→ Network-01 agent
server.disk
→ Infrastructure-01
application.ehr
→ Application-01
hardware.pos
→ Hardware-01
confidence < 0.75
→ HITL Escalation
Rule Configuration
Category Prefix
Route To Agent
Confidence Weight
0.8Agent Activity Log
| Time | Agent | Action | Incident | Tool Used | Result |
|---|---|---|---|---|---|
| 09:14:24 | Triage-01 | Categorize | INC-4821 | pgvector similarity | network.vpn 0.96 |
| 09:14:22 | Network-01 | Run Playbook | INC-4821 | Ansible Tower | Running |
| 09:12:18 | Infrastructure-01 | Resolve | INC-4820 | Disk cleanup script | Resolved |
| 09:10:45 | Application-01 | Restart service | INC-4819 | PowerShell runbook | Resolved |
| 09:08:31 | Triage-01 | Escalate | INC-4818 | Escalation API | HITL queue |
| 09:05:00 | Hardware-01 | Diagnose | INC-4818 | pgvector search | Low confidence 0.68 |
Post-Incident Report Generator
INC-4819 — EHR Application Slow — Auto-Generated Summary
Client
CityHealth Clinic
Opened
Jun 22, 09:01:14
Resolved
Jun 22, 09:46:22
MTTR
45 minutes
Root Cause
SQL Server log file 98% full
Resolution
Log rotation + index rebuild
HITL Required
No
Action Items