Analyst Agent Memory

Overview

Analyst Agent Memory enhances incident management by enabling the Analyst AI Agent to remember and intelligently reuse recurring analyst inputs during incident workflows.

As analysts update or resolve incidents, the Agent learns from repeatedly provided information—such as resolution codes, solution details, SLA violation reasons, frequent end-users facing issues, user communication notes—and surfaces relevant suggestions when similar incidents are handled again. This eliminates repetitive data entry, accelerates incident resolution, and ensures consistency across tickets.

Memory is:

• Scoped exclusively to the Analyst persona

• Activated only within incident workflows

Key Benefits

• Faster Incident Closure
  Reuses previously entered resolution details and mandatory status fields to reduce manual input.

• Consistent Resolution Documentation
  Encourages standardized solution notes and user communication across similar incidents.

• Reduces Analyst Effort
  Minimizes repetitive typing during incident updates and closures. So that Analyst can focus on resolution, which matters most

  Key Use-Cases

  Use Case 1: Resolving Repeated Incident Types

  When an analyst resolves multiple incidents of the same issue type (for example, repeated VPN issues), the Analyst Agent:

  • Suggests previously used resolution codes

  • Recommends solution and resolution notes

  • Provides user communication drafts based on past incidents

  Use Case 2: Updating Incident Status

  During status updates such as Resolved, Pending, or Cancelled, the Agent:

  • Pre-fills mandatory fields using prior analyst inputs

  • Reduces retyping of remarks and resolution details

  Use Case 3: SLA Violation Handling

  If similar incidents previously resulted in SLA violations, the Agent:

  • Suggests commonly used SLA violation reasons

  • Helps maintain consistency in incident documentation

  Use Case4: Auto-Suggest Frequent End Users

  If incidents have been already raised on behalf of a specific end-user, the Agent: similar incidents previously resulted in SLA violations, the Agent:

  • Suggest the end-user email-id or name for which Analyst wants to recreate another type of incident

  • Reduces Analyst activity and also helps Analyst to reinstate that for same end-user, previously incident was raised

  • Helps maintain consistency in incident docu

Prerequisites and Memory Retention Rules

Analyst Agent Memory behavior depends on incident similarity. The system distinguishes between same issue type and different issue type incidents to ensure accuracy.

Memory Retention Decision Matrix

The following matrix provides clarity on which Incident parameter values are retained and suggested vs not reained in memory where Analyst has to feed-in the values. Below are just few examples of specific values (Example: Resolution Code) vs free-form fields, which are Textual additions specified by user, to easily understand what is retained in memory for same issue vs different issue type.

Important Notes

• Free‑form textual fields are retained only when the same incident type reoccurs

• Structured inputs (such as resolution code or SLA reason) may still be suggested even if the issue type differs

• Memory suggestions are always contextual and optional—the analyst has full control

Using Analyst Agent Memory

The following section, helps in understanding the Analyst Agent Memory step-by-step, when similar type of incidents and different type of incidents are updated:

1. Log in as an Analyst.
   Upon successful login, Dashboard screen is displayed with a prompt on lower right OpenChat.
   

   Figure: Click OpenChat

2. The Analyst Agent Chat window is displayed asking you ‘What would you like to do?”
   

   Figure: Analyst Agent Chat Window

3. You can list the incidents assigned to you by asking the Analyst Agent.
   
   Figure: List Incidents assigned to me

4. It will also display, Active Incidents in the response as shown in the following figure.
   
   Figure: List of Incidents assigned

5. The Analyst wants to update Incident related to VPN with ID 255 assigned to the Analyst. Hence, the Analyst specifies to Agent for updating Incident ID 255.
   

   Figure: Update Incident for VPN

6. The Incident is In-Progress and Analyst wants to update this incident. Analyst specifies ‘continue’ to update it. Options are given if status and communication any one or both to be updated. Analyst specifies Both.

   

   Figure: Update Status and user communication

7. Analyst selects the Pending Status. Post which, analyst is asked if the last-time option ‘4 Awaiting User Response’ should again be selected again. This is prompted from the memory, since the Pending Reason field was last time selected by the Analyst for similar or even different type of issue. This enables the Analyst to easily select and move quick with updates to incident.
   

   Figure: Reselect Pending Reason (from similar or different past incidents)

8. Since, there was no previous tickets updated for VPN, for user communication, which is a free-form text input, the Analyst is asked to feed-in the User Communication details. As shown in the following figure, status is updated to:

   1. Pending (retained from memory)

   2. Pending Reason (retained from memory)

   3. User Communication (free form, analyst is asked to add, since similar type of ticket not updated earlier)
      
      Figure: Incident 255 updated with Status, Pending Reason and User Communication

9. Let’s take another example of same type of incident being updated. Incident ID 3437 was earlier updated and it is an outlook issue. Later the Analyst needs to update Incident ID 3436, which is also an Outlook incident. Analyst needs to be update the Status and User communication both for 3436.
   
   

   Figure: Update Incident 3436 (same type of outlook incident as 3437)

10. Analyst changes the status to Resolved and Agent prompts Solution from memory as ‘Reinstalled the application’, which was earlier given for one of the Incident. Analyst specifies A to select the same and continue.
    

    Figure: Solution from Memory suggested

11. Since there was a similar Outlook incident (#3437) that was updated earlier, for this incident (#3436), Resolution Code, plus the free-form text field value of User Communication is also retained from memory and suggested to the Analyst, if that needs to be reused.
    

    Figure: Suggestion of Resolution Code Plus User Communication (for Similar type of incident)

12. The Incident ID #3436 is updated and a message as shown in the following figure is displayed that the issue is resolved with suggested Resolution code and User communication, which drastically increases the Analyst resolution time.
    

    Figure: Incident #3436 updated reusing the Resolution code and User Comm

13. In addition, if the Analyst is creating a new incident, previously raised end-user names are also suggested from the memory as shown in the following figure. Department selected previously, is also suggested by the Analyst Agent.
    
    Figure: Suggestion to reuse Frequent contacts and Deparments