Resolution playbook library
The remediation skills behindthe AI engineer.
Each playbook has a boundary: what GenticFlow checks, what it can fix on the endpoint, what needs approval or human judgment, what proof closes the loop, and how L1 quick actions fit into chat-led support. When your environment needs custom logic beyond the included catalogue, automation workflows extend these resolutions with your own branches, commands, approvals, and handoff rules.
Diagnose
Run real commands and collect endpoint state.
Act
Use allow-listed remediation actions only.
Gate
Route risky or ambiguous work to approval.
Verify
Run a post-action check before closure.
Escalate
Attach findings when human judgment is needed.
Resolution playbook matrix.
The matrix uses the same operating boundary as the product: resolve low-risk cases, ask for approval when policy requires it, and escalate when the evidence points outside safe endpoint remediation. If your team needs extra checks, vendor-specific steps, or customer-specific branches, automation workflows extend the playbook path without changing the included catalogue.
Routine cases can run and verify without a technician when policy allows.
Some actions are ticket-only, approval-gated, or escalated based on risk.
The AI engineer gathers evidence but does not remediate automatically.
L1 chat quick actions
Fast operator moves, without pretending every click is a full playbook.
Quick actions are the one-click L1 layer inside chat. They handle narrow, familiar fixes while the playbooks own diagnosis, guarded remediation, verification, and escalation receipts.
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 client-specific resolution logic?
Playbooks are the included remediation catalogue. Automation workflows are how teams customize resolution beyond that catalogue with branches, endpoint commands, cross-system steps, messages, schedules, and approval policies.
Decision logic for your environment.
Pause risky steps for named approvers.
Write the execution receipt back.
FAQ
Questions about resolution 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 remediation 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 auto-remediate?
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. A human does not start from a blank ticket.
Can we disable specific playbooks or actions?
Yes. Playbooks, remediation actions, 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 remediation 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 execution receipts.
Start with one playbook.
Pick printer, Outlook, VPN, disk, or another high-volume category. Run it on a real slice of your queue and measure what closes, what escalates, and why. Then extend the edge cases with automation workflows where your environment needs custom logic.