How IT Support Genie works ​

This page explains how IT Support Genie processes requests, runs approvals, validates identity actions, and organizes its project folders.

Request processing ​

When a user sends a message through their chat interface, IT Support Genie identifies what the user is asking for and either answers from the knowledge base, creates a ticket, or starts a workflow such as access provisioning or a password reset. It validates the requester's identity and scope before taking any action.

How approvals work ​

When a user requests access to an application, IT Support Genie creates an entry in the App Access Provisioning Events data table. This entry starts the approval workflow configured for the application.

You define the approval levels per application in Config > Metadata > Application Approvers. Each application supports up to three sequential approval levels, and you can enable or disable each level independently. The request goes to the first level. The workflow moves to the next enabled level only after the current level approves. When every enabled level has approved, IT Support Genie provisions access automatically or routes the request for manual provisioning, depending on the application's processing type.

If any approver rejects the request, the workflow stops immediately and the user is notified. No further escalation occurs.

IT Support Genie uses the Access Provisioning Approvals data table in Runtime Data as a shared audit trail. It tracks status, assignee, event ID, and rejection reasons across every decision.

How identity actions are validated ​

IT Support Genie validates every password management and account request before taking action. It checks the requester's identity against the authorized admin channel configured in the Application Approvers data table to determine whether they're an authorized user or an administrator. Authorized users can act only on their own account, while administrators and helpdesk members can act on behalf of any user. A request for an admin-only action from an unauthorized requester is blocked, and the requester is notified that it's unauthorized. Other requests that can't be completed are routed to ticket creation.

Folder structure ​

The IT Support Genie project is organized into the following top-level folders:

• Config: Connections and metadata required to run IT Support Genie.
• Core: Foundational skills maintained by Workato. You can't modify or clone these skills.
• Extensions: Additional app skills and functions maintained by Workato and updated during release cycles. You can use these as-is or as a reference when you build custom integrations.
• Custom Extensions: Custom assets that you maintain. Clone Extension assets into this folder before you modify them. Assets in this folder remain intact across upgrades.
• Runtime Data: Data tables that store the data IT Support Genie generates during runtime.

Agentic | IT Support Genie
├── Config
│   ├── Connections
│   └── Metadata
├── Core
│   ├── Access Provisioning
│   │   ├── Entra ID
│   │   ├── Okta
│   │   └── Lumos
│   ├── Approval Workflow
│   │   └── Functions
│   ├── Password Management
│   │   ├── Entra ID
│   │   └── Okta
│   ├── Ticketing
│   │   ├── Jira Service Desk
│   │   ├── ServiceNow
│   │   ├── Freshservice
│   │   └── Zendesk
│   └── User Feedback
├── Extensions
│   └── Knowledge Ingestion
├── Custom Extensions
│   ├── App Events
│   └── Knowledge Ingestion
└── Runtime Data

Working with Extensions and Custom Extensions ​

You can activate Extension skills and add them to IT Support Genie as-is. You can also clone them into Custom Extensions to customize them or build support for apps that aren't available in the Extensions folder.

Customizations in Custom Extensions are isolated from platform updates and remain intact across upgrades. You can't clone or modify core skills.