AMS Ticket Triage & L2 Escalation. ServiceNow + JD Edwards, one agent.

Everything the native ITSM AI does with a JDE support ticket, plus the one thing it can't: checking the evidence inside JD Edwards. The agent triages in ServiceNow, verifies in E1 read-only, resolves what policy allows, and hands the rest to your L2 engineer with the diagnosis already written.

What the agent does

• Creates the incident from a plain-language email or chat message. No form, no template.
• Classifies against the runbook catalog and writes the rationale to a worknote.
• Suggests priority from impact, urgency, and how similar tickets were prioritized before.
• Detects duplicates and closes them against the parent. Uncertain matches go to a human, never auto-closed.
• Searches the knowledge base and cites the article, or says plainly that none applies.
• Routes non-JDE tickets to the right resolver group and keeps the JDE ones.
• Checks evidence inside JD Edwards, read-only: role and menu security for access tickets, job status and processing options for empty reports, order totals and price adjustments for data mismatches.
• Applies the resolution policy gate. Any doubt resolves to escalate.
• Drafts the customer update in plain language. No table names, no jargon.
• Closes with generated resolution notes and the right close code.
• Escalates outside-policy tickets to the JDE L2 Support queue with the full diagnostic trail, so the engineer starts warm. From that moment the ticket is human-owned.
• Ends every run with a report: each ticket's outcome, plus recurring-problem trends across the run.

Guardrails

• JD Edwards access is read-only. No JDE transaction is created, changed, or submitted.
• Caller identity is masked before any hosted-model analysis and restored only inside ServiceNow writes.
• The agent never guesses a category or a duplicate to keep automation numbers up.
• Escalated tickets belong to the L2 engineer. The agent stops acting the moment it hands off.
• Plain REST against the incident table. Runs on any ServiceNow release, no Now Assist dependency.