Monitor connectivity issues in Netskope and remediate with an AI chatbot

This story runs on a schedule, pulling Netskope ADEM experience scores for a list of users and automatically creating a Case and sending a personalised Slack message when connectivity drops below a set threshold. An AI Virtual Assistant then steps in to help the affected user troubleshoot in real time - all without any manual intervention from your IT team.

What you'll see:

• Schedule a run and explode a list of users so each one is processed individually
• Throttle requests to avoid overwhelming the Netskope API
• Fetch the latest ADEM experience score for each user from Netskope
• Normalise the score and check it against a defined threshold
• Skip users whose scores are healthy; create a Case for anyone whose connectivity has degraded
• Use an LLM to generate a personalised, well-formatted Slack Block Kit message
• Send the message directly to the affected user in Slack
• Log the Slack outreach as a note on the Case for team visibility
• Hand off to a Virtual Assistant AI agent to help the user troubleshoot in real time via Slack

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Perfect for:

• IT operations teams: proactively catching and responding to individual user connectivity issues before a ticket is ever raised
• IT support leads: reducing inbound ticket volume by automating first-contact outreach when experience scores degrade
• End-user computing teams: maintaining visibility across a user base and tracking remediation activity through automated case management

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Requirements:

• Netskope ADEM — API access to pull user experience scores (API credential required)
• Slack — a workspace with a bot token that can send direct messages to users
• An AI/LLM provider — configured in your Tines tenant to power the message formatter and Virtual Assistant (e.g. OpenAI, Anthropic, or your tenant's default provider)
• A list of users to monitor, referenced in the Start action
• Basic familiarity with Tines Cases if you want to customise case fields or assignment rules