# Setup guide — IT Helpdesk Resolution Agent

## 1. Install and connect ITSM

Install the agent and connect your ticketing and runbook sources.

```
pipx install it-helpdesk-agent
it-helpdesk-agent connect --itsm servicenow --runbooks ./runbooks
it-helpdesk-agent doctor
```

## 2. Configure safety guardrails

No privileged/destructive actions and identity-first are enforced here.

```
cp .env.example .env
ANTHROPIC_API_KEY=sk-ant-...
ALLOW_PRIVILEGED_ACTIONS=false
VERIFY_IDENTITY_FOR_SENSITIVE=true
ESCALATE_SECURITY=true
```

## 3. Define runbooks & escalation

List safe procedures and where to escalate.

```
# helpdesk.yml
safe_runbooks: [password_reset, vpn_setup, software_install, printer]
require_approval: [admin_access, group_membership]
escalate: { security: '#secops', sysadmin: '#infra' }
```

## 4. Dry-run on past tickets

Replay tickets to verify safe resolution and escalation.

```
it-helpdesk-agent backtest --range 30d --explain
# reports resolution rate + a hard check: privileged/destructive actions (must be 0)
```

## 5. Wire into the queue

Route L1 tickets through the agent; risky ones escalate.

```
# new ticket -> classify -> resolve from runbook OR escalate; all actions logged
```
