DHS · DHS-2551 · record R1824

Automated Incident Creation (IT)

Department of Homeland Security · CBP

Overview

Development stage: In development or acquisitionSource: a) Pre-deployment – The use case is in a development or acquisition status.
High-impact designation: Not high-impactSource: c) Not high-impact
Impact justification: Not reported
Start date: Not reported
Withheld from public reporting: Not reported

Mission

Topic area: Administrative Functions
Operational functions: No function tag matched Derived by keyword rules; see methodology

Problem the AI is intended to solve

The AI is intended to reduce the time and effort required of a business analyst to manually review contact messages submitted to the Business Connection (BC) and Technical Reference Model (TRM) teams. By evaluating these messages, the AI will determine whether a ServiceNow helpdesk ticket is needed to resolve the submitted question or concern. This automation will streamline the process and ensure timely resolution of user issues.

Expected benefits

AI will be used to drive automation via integration with ServiceNow, automatically triaging requests to determine if a ServiceNow helpdesk ticket should be created. The determination and justification will populate a field in the table that stores user contact messages, enabling validation by a business analyst before finalizing ticket creation.

System outputs

Responds with a Yes/No determination and a justification of the determination, which is stored in the contact message table for validation by a business analyst.

Technology

AI classification: Generative AISource: Generative AI: AI that generates new or synthetic content (e.g., images, videos, audio, text, code).
System name(s): Not reported
Custom-developed code: Not reported
Public source code: Not reported

Sourcing

How it was built: Not reported
Vendor (as reported): Not reported
Vendors (standardized): None on the standard list

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII: Not reported
Privacy Impact Assessment: Not reported
Authorization to Operate: Not reported
Demographic features: Not reported
Training and evaluation data: Not reported
Federal Data Catalog: Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Pre-deployment testingNo answer reported

AI impact assessmentNo answer reported

Independent reviewNo answer reported

Ongoing monitoringNo answer reported

Operator trainingNo answer reported

Fail-safeNo answer reported

Appeal processNo answer reported

User and public consultationNo answer reported

Potential impacts and how they were identified

Not reported