Automation & Integration · Archived

CSIM

Hackathon plan for AI-written client outage messages at an MSP.

Built for: An MSP's engineers and the client contacts they keep informed

A demo scenario of incoming outage tickets awaiting triage approval (sample data).

The problem

During a major client outage, engineers split their attention between the fix and writing updates for different people. Updates come late or inconsistent, and a monitoring blip can cause needless alarm.

What I planned

I built the plan and demo materials for a one-day team hackathon project, the Critical Status Incident Manager. The concept is an AI that triages a burst of tickets, gets a person's approval, and sends status updates tailored to each role. No application was built.

How it works

Spot a burst of tickets from one client site.
Ask AI whether it is a real outage or monitoring noise.
A person approves in Teams before anything goes out.
Send updates tailored to each client contact's role.
Nudge the engineer for updates and escalate if they are late.

Built with

Power Automate
Copilot Studio
AI Builder
SharePoint lists
Power Apps
Teams Adaptive Cards

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