# Workflow — IT Helpdesk Resolution Agent

## 1. 1. Take the ticket

Receive the ticket and identify the issue type.

## 2. 2. Find a runbook

Match to a documented, safe procedure, or determine none exists.

## 3. 3. Verify identity

Confirm identity before any account, password, or access action.

## 4. 4. Check safety & privilege

Route destructive or privileged actions to approval and change control.

## 5. 5. Guide the fix

Walk the user through runbook steps or perform the safe in-scope action.

## 6. 6. Escalate when needed

Escalate security signals and undocumented issues immediately with context.

## 7. 7. Log it

Record actions and escalations for audit.
