n8n Level 1 triage for managed IT service providers

A password-reset request and a critical outage can arrive with similar language. An MSP must preserve client isolation, entitlement checks and incident priority without allowing a malicious email to run commands or expose another tenant’s data.

1. Ingest ConnectWise tickets through authenticated events in n8n and resolve the customer tenant from trusted metadata.
2. Remove secrets and scope diagnostic context to that tenant. Ask a supported Claude model for a classification and evidence, replacing the retired Claude 3.5 Sonnet ID.
3. Apply deterministic severity signals from monitoring and contract policy; ambiguous infrastructure failures go to the on-call queue.
4. Execute only a preapproved diagnostic or reset ID through an authorized remote-management adapter. Require approval for disruptive actions.
5. Write the result to ConnectWise and alert the appropriate Slack Enterprise channel without credentials or customer-sensitive dumps.

ConnectWise event → trusted tenant → redacted evidence → Claude triage
→ severity + action allowlist
  safe diagnostic → approved executor → ticket update
  critical/uncertain → tenant Slack on-call

This n8n Code-node fragment consumes a normalized, authenticated event from preceding integration steps. It demonstrates the decision boundary, not a complete API client. Fields are workflow-local mappings, not claimed vendor field names. Upstream credentials, schema validation, permissions, durable reservations and provider operations must be implemented separately. Numeric policy examples are illustrative, not Imperio service terms.

// n8n Code node: model text can never become a command
const ticket = $json;
const safeActions = new Set(["dns_health_check", "service_status_read"]);
const allowed = safeActions.has(ticket.proposed_action_id) &&
  ticket.tenant_verified && ticket.contract_allows_diagnostics;
return [{ json: {
  tenantId: ticket.trusted_tenant_id,
  actionId: allowed ? ticket.proposed_action_id : "engineer_review",
  executeFreeText: false,
  slackChannelId: ticket.tenant_on_call_channel_id
} }];

Track time to correct escalation, safe first-contact resolutions and unauthorized actions blocked. An illustrative 50 diagnostic tickets saving six minutes each returns five engineering hours; do not count an unreviewed reset as resolution.

A rules-only router is reliable for known incident codes. Claude helps summarize messy narratives, but established monitoring and RMM tools should retain execution authority.

Ask Imperio to build a tenant-isolated ConnectWise triage workflow with controlled diagnostics and Slack escalation.

Can it automatically reset any server Claude identifies?

No. Only approved action IDs, tenant permissions and required approvals can authorize execution.

How do we handle prompt injection in tickets?

Treat ticket content as data, prohibit arbitrary commands and constrain all tool actions independently.

Can Slack alerts contain full logs?

Only if the channel and retention policy permit them; redact credentials and unnecessary customer information.

• Anthropic model lifecycle and retirement dates