IT/OT Help Desk Automation
IT and OT tickets classified, diagnosed, and resolved in minutes — not hours. Automatic IT vs OT routing, remote diagnostics, and guided resolution for plant floor operators.
IT and OT live in different worlds — but your operators don't care
A plant floor operator hits a problem. Maybe the HMI screen is frozen. Maybe their badge won't open the control room door. Maybe the SCADA system is throwing an alarm they've never seen before. They submit a ticket. And then they wait.
The ticket goes to IT because that's the only help desk. IT looks at it, realizes it's an OT issue, and reroutes it to the controls team. The controls team is busy with a planned outage. Meanwhile, the operator is standing at a machine that isn't running, calling their supervisor, who's calling the plant manager. A 10-minute fix turned into an hour-long production stoppage.
The root problem isn't staffing. It's classification and knowledge. IT doesn't know OT systems. OT expertise lives in the heads of three veteran engineers. And the help desk was never built for a world where a PLC fault and a password reset come through the same queue.
From ticket to resolution — automatically
Ticket Creation
An operator or staff member submits a ticket via ServiceNow, Teams, or a plant floor kiosk. The AI captures the issue description, location, equipment ID (if applicable), and urgency level.
Classification (IT vs OT)
The AI analyzes the ticket content, referenced equipment, and location to classify the issue as IT (network, accounts, software) or OT (PLC, HMI, SCADA, drives, sensors). No more misroutes. The right team gets the right ticket from the start.
Remote Diagnostics
For known equipment and systems, the AI runs remote diagnostic checks — querying SCADA for alarm states, checking PLC status, verifying network connectivity, and pulling recent event logs. It gathers context before a technician ever looks at the ticket.
Guided Resolution
Based on the diagnosis, the AI either resolves the issue automatically (password resets, service restarts, alarm acknowledgments) or provides step-by-step guidance to the operator via Teams. For complex issues, it creates a detailed ticket with full diagnostic context for the engineering team.
Preventive Action
Every resolution updates the knowledge base. Recurring issues trigger preventive maintenance recommendations. The AI identifies patterns — if the same drive faults every 30 days, it flags it for replacement before the next failure. Tribal knowledge becomes documented knowledge.
This isn't a chatbot — it's a plant-aware support engine
Every capability your IT/OT support needs to resolve issues at the speed of production.
Automatic IT vs OT Classification
Analyzes ticket content, equipment references, and location data to correctly route issues the first time. Eliminates the most common source of support delays in manufacturing.
Remote OT Asset Diagnostics
Queries SCADA systems, PLC status registers, and equipment event logs to gather diagnostic data before a technician is dispatched. Context is ready when the engineer picks up the ticket.
Guided Self-Service for Operators
Walks plant floor operators through common resolutions step-by-step via Teams — alarm acknowledgments, HMI restarts, basic troubleshooting — without waiting for a technician.
Knowledge Base Auto-Update
Every resolved ticket enriches the knowledge base. New issue-resolution pairs are captured automatically, turning tribal knowledge from veteran engineers into documented, searchable procedures.
Preventive Maintenance Trigger
Detects recurring failure patterns and automatically generates preventive maintenance work orders. If the same motor drive faults every 30 days, the AI flags it for proactive replacement.
Firmware & Software Tracking
Maintains a live inventory of firmware versions, software patches, and configuration changes across IT and OT assets. Flags outdated versions that are causing known issues.
Connects to the systems you already run
ServiceNow
Okta
Microsoft Teams
Active Directory
SCADA/HMI Systems
Don't see your OT platform? We integrate with any system via API or protocol adapters. Talk to us.
What manufacturers are seeing
Avg. resolution time
Tickets resolved autonomously
Reduction in OT misroutes
Based on pilot deployments. Your results will depend on ticket volume, OT system complexity, and knowledge base maturity.
"We had two separate support worlds — IT handled desktops and networking, and three OT engineers handled everything on the plant floor. When an operator submitted a ticket, it was a coin flip whether it went to the right team. Now the AI classifies and routes correctly from the start, and it's resolving most of the common issues before a human even sees the ticket. Our OT engineers are finally focused on real engineering work instead of resetting HMIs."
— IT Director, Industrial Equipment Manufacturer
Frequently Asked Questions
See What Unified IT/OT Support Looks Like for Your Plant
Book a 30-minute discovery call. We'll walk through the IT/OT Help Desk flow with your ticketing data and your OT asset inventory.
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