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, guidance_addons) 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!
- ⚙️ Import the Workflow in n8n (cloud or self-hosted).
- 🔑 Add Credentials (JSM API + Gemini key).
- ⚡ Configure Setup (confidence threshold, triage label, domain rules).
- 🔗 Connect Webhook in JSM →
issue_created → n8n webhook URL.
- 🧪 Test with a Ticket → see auto-updates + AI audit comment.
- 🔄 Swap the Ticketing System → adapt HTTP nodes for Zendesk, Freshdesk, or ServiceNow.
💬 Have Feedback or Ideas? I’d Love to Hear
This project is open, modular, and evolving.
If you try it, adapt it, or extend it, I’d love to hear your feedback — let’s improve it together in the n8n builder community.
📧 [email protected]
🔗Linkedin
