Resolution Playbooks
Resolution playbooks for repetitive endpoint support issues.
GenticFlow playbooks turn repetitive end-user issues into governed resolution workflows. Each playbook defines what to investigate, which actions can run under policy, when approval is required, how the outcome is verified, and what evidence is recorded for the technician or ticket.
Use the included catalogue for common issues, then extend it with automation workflows for your own branches, approvals, commands, and handoff rules.
Built for support, not blind automation.
Playbooks help the support flow move faster, but they do not remove control. Some issues can be resolved under policy. Some require approval. Some collect evidence and hand off to a technician with the context attached.
Diagnose
Run real commands and collect device state.
Act
Use allow-listed fixes only.
Gate
Route risky or ambiguous work to approval.
Verify
Run a post-action check before closure.
Escalate
Attach findings when technician judgment is needed.
Playbook catalogue.
Each playbook is a governed resolution contract. It defines what GenticFlow checks, what it may fix, when it must ask for approval, how success is verified, and what evidence is written back to the ticket. Every playbook holds the same boundary: resolve low-risk cases, ask for approval when policy requires it, and escalate when the evidence points outside safe device action. If your team needs environment-specific support logic, vendor-specific steps, or customer-specific branches, automation workflows extend the playbook path without changing the included catalogue.
Routine cases can run, verify, and close with a complete resolution record when policy allows.
Some actions are ticket-only, approval-gated, or escalated based on risk.
GenticFlow gathers evidence but does not run fixes automatically.
L1 chat quick actions
Quick L1 actions for familiar support fixes.
Quick actions handle narrow, familiar fixes inside chat or the technician workbench. Full playbooks handle investigation, approved remediation, verification, and evidence.
Available during L1 triage.
Mapped to native endpoint commands.
Policy, context, and audit still apply.
Printer and network resets
App recovery
Cache cleanup
Windows hygiene
Beyond included playbooks
Need environment-specific support logic?
Playbooks are the included support catalogue. Automation workflows are how teams customize support beyond that catalogue with branches, device commands, cross-system steps, messages, schedules, and approval policies.
Decision logic for your environment.
Pause risky steps for named approvers.
Write a complete resolution record back.
FAQ
Questions about support playbooks.
What closes automatically, what needs approval, and how failures escalate.
Does GenticFlow close every ticket covered by a playbook?
No. The matrix shows each resolution playbook and its boundary. Routine, low-risk cases can close end to end. Risky, ambiguous, server-side, physical, security, or policy-owned cases escalate with diagnostic evidence.
What makes an issue safe to resolve under policy?
The diagnostic must identify a supported action, the action must be allow-listed for that playbook and operating system, the risk must fit policy, and post-action verification must prove the fix worked.
What happens when verification fails?
The ticket escalates with the diagnostic output, attempted action, verification result, root-cause hypothesis, and recommended next step. The technician starts with the evidence chain attached.
Can we disable specific playbooks or actions?
Yes. Playbooks, approved fixes, and L1 quick actions can be enabled, disabled, or gated by approval policy so teams can start narrow and expand gradually.
How do automation workflows extend playbooks?
Playbooks are the included resolution catalogue. Automation workflows let teams customize and extend resolution beyond that catalogue with client-specific branches, extra endpoint commands, cross-system actions, messages, schedules, approval policies, and a complete resolution record.
Start with one support issue.
Pick a high-volume issue like printer, Outlook, VPN, disk space, or slow device. Run it through GenticFlow and measure response time, investigation quality, technician effort, resolved cases, escalations, and the evidence captured. Then extend the edge cases with automation workflows where your environment needs custom logic.