Automating installation code requests through a custom agent

This topic provides an end‑to‑end example of how administrators can create and configure a custom agent to automate low‑risk application installation requests by using Employee Navigator.

When an end user attempts to install an application that requires administrative rights, the system prompts for an installation code. Instead of submitting a traditional IT service request, the end user can interact with a custom agent through Employee Navigator. The Installation Code Request custom agent conversationally collects the required request details from end users, applies an IT security‑policy‑aligned risk assessment, and automatically generates an installation code for low‑risk requests. For high‑risk requests, the custom agent routes the request to a service desk agent with full context, ensuring appropriate human oversight without compromising security.

The example walks administrators through building a custom agent that automates installation code requests, reducing manual intervention. You can use the same configuration pattern as a foundation for building other custom agents.

Process for automating installation code requests by using a custom agent

An end user needs to install an application on a corporate device, but the installation requires administrative privileges. Traditionally, this requires raising a service request and waiting for a service desk agent to review and respond. This process increases the service desk's workload and delays end-user productivity.

To address this challenge, an administrator creates a custom agent that automates installation code requests through Employee Navigator. The custom agent collects the required inputs from the end user conversationally, evaluates the request against a predefined risk criteria, and resolves low‑risk requests instantly while escalating high‑risk requests for human review.

To implement this process, refer to the following phases:

Phase	Process
Phase 1: Create the custom agent	Create a custom agent that: Interacts with end users through Employee Navigator Collects application details, business justification, and installation codes Evaluates requests using security‑policy‑aligned risk rules
Phase 2: Enable automated risk‑based decisioning	Configure the custom agent to: Automatically approve and generate installation codes for low‑risk installation requests Identify requests that require human oversight Route high‑risk requests to a service desk agent with full context
Phase 3: Achieve operational impact	After implementation: End users receive instant installation codes for low-risk installation requests Service desk agents receive a reduced number of tickets for installation requests Service desk agents focus on higher‑value work

At the end of this process, application installation requests are resolved faster and securely based on risk assessment criteria, without increasing service desk workload.

To configure the custom agent

In HelixGPT Agent Studio, perform the following actions:

1. Go to the Agents tab and click Add Agent.
2. Enter the custom agent name and description. Select the appropriate agent type, AI provider, and model for automating installation codes, based on the models and providers supported by HelixGPT in your environment.
3. Go to the Instructions tab to define the custom agent's behavior. Click Generate with HelixGPT and Evaluate to generate and evaluate these instructions, respectively, to verify their security, alignment, and completeness.
   Sample agent instructions

   You are an IT service assistant who helps end users request installation codes for applications that require administrative rights.
   When an end user submits a request:

   Collect the application name, business justification, and installation code.
   Evaluate the request against predefined risk criteria and the application approval status.
   For low‑risk requests, generate and return an installation code.
   For high‑risk requests, route the request to a service desk agent with full context.

   Do not guess. If required information is missing, clearly state what is needed.

4. Click Save and next.
5. Assign the tools and toolkits that the custom agent can use to perform tasks or specific actions. To learn more, see Creating and editing tools and toolkits.
6. (Optional) Assign Sub-agents to support and customize your agent.
7. Click Create Agent to complete the custom agent-creation process.