{
  "name": "Lumeor | IT helpdesk requests from Slack",
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        "content": "## IT helpdesk starter (Slack + Jira Service Management)\n\nEmployees post in #it-help. Claude classifies each new message against a fixed category list and pulls out the app, error, location and urgency. How-to questions get the top knowledge base articles as a thread reply. Everything else, including any message the model could not classify, becomes a Jira Service Management request, and the employee gets the ticket key in the thread. Outages also page the on-call channel. Priority comes from rules in code, not from the model.\n\n### Setup\n1. Create a Slack app with Event Subscriptions (`message.channels`) pointed at the **Slack: new message in #it-help** trigger URL, scopes `channels:history`, `chat:write`, `users:read`. Set `REPLACE_WITH_IT_HELP_CHANNEL_ID` on the trigger.\n2. In **Parse and route**, set `REPLACE_WITH_SERVICE_DESK_ID`, the request type IDs per category, and `REPLACE_WITH_KB_SPACE_KEY`.\n3. Replace `REPLACE_WITH_ATLASSIAN_SITE` in both Atlassian URLs. Both use the n8n Jira Software Cloud credential (email + API token), which also works for Confluence Cloud search.\n4. Set `REPLACE_WITH_ONCALL_CHANNEL_ID` and `REPLACE_WITH_IT_OPS_CHANNEL_ID`.\n5. Credentials: Slack, Anthropic API, Jira Software Cloud API.\n\nClassification runs at low effort on `claude-opus-5-5`. `claude-haiku-5-5` is a cheaper option for high-volume, simple classification like this.\n\nNot included: manager approval and identity provider actions (Microsoft Graph). Add them after the routing is trusted.\n\nTemplate by Lumeor Studio, https://www.lumeor.studio/guides/automate-it-helpdesk-requests/",
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        "jsCode": "// Only new top-level messages from people. Ignore bots, edits, joins and thread replies.\nconst CATEGORIES = ['how_to', 'access_request', 'hardware', 'outage', 'account_lockout', 'purchase', 'other'];\nconst nul = (type) => ({ anyOf: [{ type }, { type: 'null' }] });\nconst schema = {\n  type: 'object',\n  additionalProperties: false,\n  required: ['category', 'summary', 'app_or_device', 'error_message', 'location', 'urgency', 'kb_query', 'confidence'],\n  properties: {\n    category: { type: 'string', enum: CATEGORIES },\n    summary: { type: 'string', description: 'Ticket title, under 80 characters.' },\n    app_or_device: nul('string'),\n    error_message: nul('string'),\n    location: nul('string'),\n    urgency: { type: 'string', enum: ['low', 'normal', 'high'], description: 'From what the employee said, e.g. blocked from working = high.' },\n    kb_query: { type: 'string', description: 'Three to six search keywords for the IT knowledge base.' },\n    confidence: { type: 'string', enum: ['high', 'medium', 'low'] },\n  },\n};\n\nconst out = [];\n$input.all().forEach((item, i) => {\n  const e = item.json;\n  if (e.bot_id || e.subtype || !e.text) return;\n  if (e.thread_ts && e.thread_ts !== e.ts) return;\n  out.push({\n    json: {\n      slack: { channel: e.channel, ts: e.ts, user: e.user, userName: e.user_resolved || e.user, text: e.text },\n      claudeRequest: {\n        model: 'claude-opus-5-5',\n        max_tokens: 1000,\n        system: 'You triage IT helpdesk messages. Choose exactly one category: ' + CATEGORIES.join(', ') + '. how_to means the person wants instructions. outage means a shared system is down for them or others. Extract only what the message states.',\n        messages: [{ role: 'user', content: '<message>\\n' + e.text + '\\n</message>' }],\n        output_config: { effort: 'low', format: { type: 'json_schema', schema } },\n      },\n    },\n    pairedItem: { item: i },\n  });\n});\nreturn out;\n"
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        "jsCode": "// Config\nconst SERVICE_DESK_ID = 'REPLACE_WITH_SERVICE_DESK_ID';\nconst REQUEST_TYPES = { how_to: 'REPLACE_WITH_REQUEST_TYPE_ID_GET_HELP', access_request: 'REPLACE_WITH_REQUEST_TYPE_ID_ACCESS', hardware: 'REPLACE_WITH_REQUEST_TYPE_ID_HARDWARE', outage: 'REPLACE_WITH_REQUEST_TYPE_ID_INCIDENT', account_lockout: 'REPLACE_WITH_REQUEST_TYPE_ID_ACCESS', purchase: 'REPLACE_WITH_REQUEST_TYPE_ID_PURCHASE', other: 'REPLACE_WITH_REQUEST_TYPE_ID_GET_HELP' };\nconst KB_SPACE_KEY = 'REPLACE_WITH_KB_SPACE_KEY';\nconst SET_PRIORITY_FIELD = false; // true only if your request types expose the Priority field\n\n// Pull the structured JSON out of a Messages API response.\n// Opus 5.5 always thinks, so a (possibly empty) thinking block can come before the text block.\nfunction parseClaude(res) {\n  if (!res || typeof res !== 'object') return { error: 'Empty response from the Messages API' };\n  if (res.stop_reason === 'refusal') {\n    return { error: 'Model declined the request (refusal' + (res.stop_details?.category ? ': ' + res.stop_details.category : '') + ')' };\n  }\n  if (res.stop_reason === 'max_tokens') return { error: 'Response hit max_tokens before the JSON was complete' };\n  const block = (res.content || []).find((b) => b.type === 'text');\n  if (!block) return { error: 'No text block in the response' };\n  try {\n    return { data: JSON.parse(block.text) };\n  } catch (e) {\n    return { error: 'Could not parse model JSON: ' + e.message };\n  }\n}\n\n// Priority by rule, not by model opinion.\nfunction priorityFor(category, urgency) {\n  if (category === 'outage') return urgency === 'low' ? 'High' : 'Highest';\n  if (category === 'account_lockout') return 'High';\n  if (urgency === 'high') return 'High';\n  return urgency === 'low' ? 'Low' : 'Medium';\n}\n\nreturn $input.all().map((item, i) => {\n  const slackMsg = $('Filter and build prompt').itemMatching(i).json.slack;\n  // The Claude node's error output is wired here too, so an API failure still becomes a ticket.\n  const { data, error } = parseClaude(item.json.error ? null : item.json);\n  const c = data || { category: 'other', summary: slackMsg.text.slice(0, 80), app_or_device: null, error_message: null, location: null, urgency: 'normal', kb_query: '', confidence: 'low' };\n  const priority = priorityFor(c.category, c.urgency);\n  const route = c.category === 'how_to' && c.confidence !== 'low' && c.kb_query ? 'kb' : 'ticket';\n  const safeQuery = c.kb_query.replace(/[\"\\\\]/g, ' ');\n\n  const description = [\n    'Reported in Slack by ' + slackMsg.userName + ' (' + slackMsg.user + ')',\n    'Category: ' + c.category + ' | Urgency: ' + c.urgency + ' | Priority by rule: ' + priority,\n    'App or device: ' + (c.app_or_device || 'not stated'),\n    'Error: ' + (c.error_message || 'not stated'),\n    'Location: ' + (c.location || 'not stated'),\n    error ? 'Note: automatic classification failed (' + (item.json.error?.message || error) + ')' : '',\n    '',\n    'Original message:',\n    slackMsg.text,\n  ].filter((l) => l !== '').join('\\n');\n\n  const requestFieldValues = { summary: c.summary, description };\n  if (SET_PRIORITY_FIELD) requestFieldValues.priority = { name: priority };\n\n  return {\n    json: {\n      slack: slackMsg,\n      classification: c,\n      classificationError: error,\n      priority,\n      route,\n      alertOnCall: c.category === 'outage',\n      cql: 'space = \"' + KB_SPACE_KEY + '\" AND type = page AND text ~ \"' + safeQuery + '\"',\n      jsmBody: { serviceDeskId: SERVICE_DESK_ID, requestTypeId: REQUEST_TYPES[c.category] || REQUEST_TYPES.other, requestFieldValues },\n    },\n    pairedItem: { item: i },\n  };\n});\n"
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