Built with Mobileye’s cloud support team
The Problem
User accounts occasionally get blocked from cloud systems due to security protocols, policy changes, or human error elsewhere in the pipeline. For the user, work halts, the reason is unclear, and an urgent ticket is opened. For support, resolving it means finding the root cause across multiple systems while making sure any fix complies with security policy.
The Solution
The suspended-user agent acts as the first triage and handling layer for these tickets:
- Detects tickets reporting blocked or suspended access.
- Analyzes ticket context and the relevant systems to pinpoint the root cause.
- Executes or prepares the appropriate release according to predefined policy – security-related suspensions are never lifted indiscriminately.
- Updates the ticket and the user with clear status, handing sensitive cases to human engineers.
The agent runs inside the organization’s agent orchestration layer, receiving and reporting tasks in real time alongside the other agents, so the support team has full visibility into what’s being handled.
The Results
Blocked users regain access much faster. Every case is handled consistently and documented, with a clear line between routine technical issues and sensitive security reviews. Support staff lose the repetitive work and keep full control over critical security decisions.
Why It’s Worth Talking About
An agent operating in the gray area between automation and security sensitivity – applying policy-aware judgment before acting, the way an experienced security engineer would.
