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Microsoft Intune provides an AI agent tool for looking up managed device information. Reference this tool in using @ mentions to enable automated device lookups during ticket handling.

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Available tools

Find devices

Searches for managed devices in Microsoft Intune for the ticket requester. Supports filtering by serial number, device name, model, or operating system. Results are always scoped to the current requester’s email address.Tool name: @Find DevicesInput fields:
  • Serial number
  • Device name
  • Model (e.g., “Surface Pro”, “iPhone 15”, “ThinkPad X1”)
  • Operating system (e.g., “Windows”, “iOS”, “Android”, “macOS”)
Output data:
  • Device name, operating system, OS version
  • Model, manufacturer, serial number
  • Compliance state, last sync time
  • Device ID, enrollment date, management state
  • Primary user (UPN)
Common use cases:
  • Look up requester devices when troubleshooting hardware or software issues
  • Verify device compliance before approving access requests
  • Identify device details for IT support workflows
  • Check when a device last synced with Intune
Example rule:

Intune device lookup rule

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Setup

1

Install Intune integration

Follow the Microsoft Intune setup guide to connect your Intune tenant to Ravenna.
2

Configure agent

Navigate to your agent’s settings and ensure the Intune tool appears in the Tools section under Capabilities.
3

Create rules

Write that reference the Intune tool using @ mentions.
4

Test the tool

Test your rules in a controlled environment to verify the tool returns expected device data.

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Best practices

  • Device results are automatically scoped to the ticket requester’s email, so no additional user filtering is needed
  • Combine device lookup with compliance checks in access request workflows
  • Use serial number for precise device identification when the requester has multiple devices
Learn more about configuring agents and writing effective rules