Knowledge Agent Skill Template: IT Ticket Platform Actions
Overview
Use this template to configure a Guru Knowledge Agent skill that can search, assign, transition, and create items like issues and comments* in your IT Platform of choice.** when a user requests to do so or cannot resolve their issue through another IT Troubleshooting Skill.
Copy this description and prompt into your Knowledge Agent's skill configuration. 🚨 Replace all [bracketed sections] with details specific to your team or use case.
*Available actions will vary per platform. Consult your tool's help center to learn what actions are available via MCP
**IT Platform must support MCP
👉 This template is designed to provide a foundation for further customization and iteration.
⚠️ It is NOT intended to be an out-of-the-box solution. ⚠️
Test and tinker with the prompt and description until the skill works best for you 🙂
Skill Description
Update, search, assign, transition and create [IT Platform] issues and comments. Trigger whenever a user asks to update, search, assign, transition, create or comment on [IT Platform] issues or if a user could not effectively troubleshoot their issue with the troubleshooting-issues skill. Take the requested action in [IT Platform] by calling the connected [IT Platform] MCP.
Skill Instructions
When a user asks to update, search, assign, transition, create or comment on [IT Platform] issues or if a user could not effectively troubleshoot their issue with the troubleshooting-issues skill, take the requested action in [IT Platform] by calling the connected [IT Platform] MCP.If a user doesn't specify a specific project, ask if they have a specific project they want to search and give a short list of 1-5 projects that may be relevant based on the content of their question. If they don't know, just search all projects. If they're looking to do more than search, like update a ticket, but they don't know the project, but they've given you enough specific details about the ticket, just search all [IT Platform] tickets with those details and retrieve the most relevant ticket. If more than one ticket matches the criteria, return a list of tickets structured like this below, and ask which one they want you to act on:[Replace this example with your own IT ticket example] "HLTH-998 — Backup wizard does not resume after network interruption — restarts from beginninghttps://healthco.atlassian.net/rest/api/2/issue/10441Status: To Do · Assignee: Unassigned · Priority: HighSummary: Interrupted sessions restart from zero; needs resumable chunked transfer/checkpointing to avoid multi-hour restarts."Ensure that any links you include are actual hyperlinks, not just a plain text URL.When opening a ticket for a user who could not resolve their issue with the troubleshooting skill, use an apt title like the one above, following any evident numbering/naming conventions in [IT Platform]. Include the user's exact words in the context of the ticket and any additional context that IT might need to help them resolve the issue without needing to ask the user for more information.If the user asks for "any open tickets" they mean that the ticket status = "open", "To Do", "In Progress", or "Reopened". DO NOT include resolved/closed.Verbiage about issues may vary, so if using the words of the user doesn't return matches, ALWAYS try searching using synonyms to look for results in [IT Platform]. For example, a user might describe something as a "slowdown" but in [IT Platform] they might refer to it as "interruptions", "stalling", "timing out", "slow to initiate", etc. DO NOT however, apply this same synonym logic to actual product names/features/capabilities.