Use case · Shared mailbox

Service desk email

ITIL-aligned triage for a shared company service desk. Jev types the request; deterministic rules choose ServiceNow, frontier draft, or human queue.

Synthetic demo Proposed design

Inbox · 8 messages

RulesPolicy in code

JevChoice · Score · Noul

Frontier LLMDraft only

HumanAccountable action

Inputs

Select a message.

Jev + rules

Judgments appear here.

Outputs

Tickets, drafts, queues.

Editable policy toggles

Flip rules and re-run the selected message. Thresholds are illustrative, not measured production values.

Gold + Critical → always human

No auto-ticket when customer is Gold and urgency is 4.

Complaints → frontier draft + human send

Never auto-close; never send without a person.

Privilege / leaver risk → human + SOC

Blocks automated mailbox or password changes.

Access + urgency ≤2 → ServiceNow request

Approval fulfilment remains human.

Low Service Request (not Gold) → auto SN

Catalogue items only; no money movement.

Problem / cluster → frontier hypothesis

Human owns the RCA record.

What a first pilot of this decision needs. Proposed design, not a measured result.

Decision	Which queue should a new service-desk email go to, and how urgent is it?
State Jev sees	Subject, body, sender department, VIP flag from the directory, open tickets for the sender.
Questions	Choice Which resolver group should take this first? Score How much business impact does the message describe (1–5)? Noul Is this a reply to an existing ticket rather than a new issue?
First action code may take	Raise a ServiceNow incident in the suggested group, or append to the existing ticket.
Stays with a person	Anything below threshold, anything from a restricted mailbox, and all closures.
Measure first	Correct first-group rate on routed items; reassignment count; minutes to first touch.
Microsoft surface	Exchange shared mailbox trigger → Power Automate → adapter → ServiceNow.
Out of scope	Auto-replies that promise a fix time; closing tickets.