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With Flexxible Solve (FlexxSolve), your organization defines how autonomy is used and what its limits are, category by category. This page brings together the control elements and the limits that always remain in place.

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Control elements

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Per-category handling

Triage classifies each ticket into a category. Solve coordinates actions based on the case, the category, and the policies you’ve configured. When deciding on the handling, keep in mind that a category isn’t the same as a guaranteed repair. See What it means for an issue to belong to a category. Per-category handling doesn’t affect the direct help of Assist Chatbot, which doesn’t depend on triage or the ticket category and remains subject to its action limits and permissions.

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Approvals

Approvals let a person review an action before it runs. In Teammate Act, the engineer approves each action and can take control at any time. Teammate Act assists the engineer during remote assistance; it doesn’t perform unattended repairs. See Assist Teammate. An action waiting for approval hasn’t run yet. See Interventions and results to interpret what happened in each case.

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Consumption control

Solve includes consumption control concepts such as the model tier, the per-ticket allocation, and the monthly spending limit. In the Solve trial, consumption is measured in interventions. See Interventions and results. Using Assist Teammate has its own cost terms. Monthly spending limit and period consumption summary in Solve settings

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Off-hours support

Many employees work when the Service Desk isn’t available: at night, on weekends, or during other periods outside regular hours. Without coverage, their issues wait until the next support period. Solve’s off-hours mode extends coverage to those periods and lets you apply a specific configuration outside regular hours.

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What it does by default

By default, off-hours mode applies automatic self-remediation to the categories, except for specific exclusions.

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What doesn’t change outside regular hours

  • Limits stay in place. The technical and action limits of each case still apply. An out-of-scope issue doesn’t become repairable just because it’s nighttime.
  • Exclusions are respected. Automatic self-remediation isn’t applied to what’s excluded.
  • It’s not a guarantee. Off-hours coverage extends support, but it doesn’t guarantee that every case will be resolved, nor is it an availability commitment.
The information generated while handling the case lets the Service Desk continue, with context, the cases that aren’t resolved outside regular hours.

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What to review before using it

  • Which exclusions apply.
  • The applicable approvals.
  • The consumption control concepts.
If you’d rather introduce autonomy gradually, off-hours support is a good starting point: it covers the periods when employees would otherwise have to wait for the next support period.

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Proactive support with Flows

Solve’s proactive support uses Flows. Flows run microservices and currently require FlexxClient. Assist Autonomous agentic repairs are a separate capability. Each flow’s configuration offers its own controls, including:
  • Detection only, to evaluate the conditions without running the microservice.
  • Reuse time, to set the minimum time before re-evaluating a condition that has already been met.
  • Target, to choose the devices or groups it runs on.
  • Enabled, to turn the flow on or off.
See Flows to learn how they work.

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Security scope

Solve focuses on IT support. This page describes the governance of its actions: when it can act, with what authorization, and within what limits. Vulnerability management (CVE), patching, SOC response, and general device security aren’t part of Solve: they’re covered by FlexxClient. See, for example, Updates and Vulnerabilities. The categories in the Security family of the catalog classify issues. Their existence doesn’t mean Solve resolves every security incident.

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Next steps