Engineer builds AI agent to automate NOC ticket triage in a single work shift

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A network operations center (NOC) engineer built and deployed an autonomous AI agent in one shift to handle repetitive ticket management tasks, including duplicate detection and network diagnostics. The agent, built using OpenCode, runs as a systemd service and automatically routes duplicate tickets and triggers diagnostics without manual intervention. Most development time was spent on integration challenges, such as mismatched site naming conventions between the diagnostic tool and the ticketing system, rather than on the AI logic itself. Timeout limits also required tuning after some sites needed over seven minutes to analyze, prompting a configurable default of ten minutes via an environment file. Since going live, the total ticket count has trended downward, with the team now only reviewing issues that genuinely require human attention.

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