Use Joule Studio to Create an IT Incident Triage and Auto Routing Agent with N8N, SAP Task Center Node and SAP Agent Node

1. Open Joule Studio and select the Develop+ area.

2. Select the N8N Workflow type and then choose + Create.

   

3. Leave the selected New Solution unchanged, and fill in the agent details:

   Agent Name:

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   IT Incident Triage + Auto Routing Agent
   

   Intent Statement & instructions:

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   You are an IT operations AI agent built using N8N workflows to analyze incoming incident reports from multiple sources
   (webhook payloads, JSON logs) and classify them into severity levels (P1–P4), detect probable root cause category
   (application, infrastructure, integration, user error), and generate a structured incident ticket payload.
   
   You must:
   
   - Normalize unstructured incident text into structured JSON
   - Identify urgency and impact based on keywords and patterns
   - Suggest next best action (restart service, escalate, ignore, collect logs)
   - Route output to appropriate n8n workflow nodes (e.g., “high-priority-escalation”, “auto-resolution”, “log-analysis”)
   

   Select Quick create

   

4. Choose OK to launch Joule Studio.

1. This is where the tool tries to understand your intentions. The tool will attempt to understand your prompt and will likely ask you clarifying questions if you have not chosen quick-create as recommended above. Once it decides it understands enough, it will map the challenge to SAP’s Reference Business Architecture and performs a fit-gap analysis. It has access to SAP Knowledge Graph, SAP LeanIX, and SAP Domain Models to help it create the intent document. Intent fit indicates how closely the proposed solution corresponds to your requirement.

   

   Answer the questions set by the tool. The questions that the tool asks cannot be predicted, so you have to use your judgement. Bear in mind that some landscapes such as S/4HANA or Success Factors as backends so tailor your responses accordingly. The more complex you make your scenario, the longer it will take to generate and test the solution.

2. Once the intent document is created, proceed to the next phase, which is requirement generation. This might happen automatically if you have selected quick-create at the start. If processesing is waiting for your input to proceed, enter Create Requirement or similar.

3. While the requirements are being generated, you can explore the intent on the Idea Board.

   

When the requirement is ready, you have the opprotunity to review and refine it. For this tutorial, you will accept suggested product requirement document without changes. To progress to the next phase, you need to transform the PRD into a technical specification.

Depending on your role in your company, you might be finished at this point and make the PRD available to a different team to take further. However, in this tutorial, you are taking the project forward with the generation of a technical specification. Similar to the previous step, this might happen automatically if you have selected quick-create at the start.

At this stage, you can see the your PRD similar to the one below in markdown format.
If you need to update it manually, you can just proceed clicking on the text in the view or by editing the files in thededicated code tab.

When the specification is complete you could pass it on to another team to do the implementation. However, here you are going to get the tool to implement the agent. This might happen automatically if you have selected quick-create at the start.

While the solution is being generated, you can explore the specification in the Code** tab. You’ll find it as specification/specification.md and also under n8n/workflows.

If processing is waiting for your input, enter Implement the Solution

The tool will work through the tasks defined in the specification. When it is finished, it will update the status in the specification to show the tasks have been done.

1. Wait until the implementation is finished successfully

   

2. You can also modify your existing N8N workflow with intent. Here, let’s round off the solution with Human in the Loop, add the following Intent Statement: Add an SAP Task Center node within the N8N workflow to send workflow approvals to the manager |

   

3. Additionally, further steps can be added to the workflow directly. Let’s click on the “+” symbol within the n8n workflow and type SAP Agent, then select the SAP Agent node

   
   

4. SAP Agent node allows you to trigger an AI agent from another Solution

   

5. Now you can Execute the Workflow and test it out to see what further configuration or prompts are needed to enhance and complete the solution

   

6. Go to the view tab of your solution and try your agent. What you can do will depend on what has been implemented

For the Agent Lab at SAPPHIRE, you will not be deploying your agent. However, the code that has been generated follows SAP best practices and would be deployable to the runtime.