Agent tool approval gates
Agent rules now support per-tool execution policies. Configure each tool to auto-execute, require user confirmation, or require approval from a designated approver before running. Approval-gated tools are batched into a single approval round per agent plan, so approvers review one consolidated request instead of many.
Retry failed workflow runs
You can now retry workflow runs directly from the run history table. Choose to rerun from the beginning, retry against the latest published workflow version, or resume from the failed step while reusing successful upstream outputs. The new run links back to the original for full traceability.
Other updates
Agent ticket ownership separates AI agent work from human assignees so internal routing does not trigger notifications, CSAT, or OOO delegation
Named-assignee escalation lets agent rules specify which user gets assigned when a ticket escalates to a human
Wait for Approval timeout branch adds an On Timeout path when approvals expire, so stalled requests can be escalated or auto-closed
Application Approver field designates a dedicated user to approve access requests, separate from the application owner
Post-provisioning message lets you attach app-specific setup guidance that surfaces to requesters after access is granted
HiBob Get OOO Users workflow action lists who is on vacation for a date range
Compare previous period toggle overlays the preceding time period on trend cards for easy before/after comparison
Is member of / is not member of filters scope views and SLA policies to tickets where the assignee, requester, or author belongs to a specific user group
Shortcut public acknowledgement lets you configure per-form whether Slack message shortcuts publicly confirm ticket creation
Per-form field label overrides let you customize a shared custom field's label and description on a single form without affecting others
/help Slack command adds a discoverable alias for /rav so users can create tickets without remembering the prefix
Send Email adds recipients as followers so email recipients stay looped in on future agent replies
Custom field columns in CSV exports include visible custom fields with human-readable option labels
Quality of life updates
Forms now default to Draft on creation so you can configure before publishing
Impacted forms preview appears when editing or deleting shared custom fields
Task templates use inline editing instead of separate tabs
Externally-synced KB documents hide the Edit button with clear guidance to edit at the source
Bug fixes
Email rendering no longer freezes on large threads
Email reply threading fixed for forwarded chains
Form fields render correctly for non-workspace members
Multi-turn conversational form filling completes properly
Workspace switcher no longer scrolls horizontally
Slack admin escalation works correctly for channel create and archive actions
Workflow filters and async config handle edge cases properly
Ticket title auto-generates before publication
Trigger workflows from external systems
You can now trigger workflows from any external system using a secure webhook URL. Each workflow gets a unique URL that third-party tools, automation platforms, or custom integrations can POST to. The payload becomes available as workflow context. No API keys needed.
Smart approval routing
Approval rounds now support skip conditions. You can configure rules per round based on requester attributes, ticket properties, or integration data. For example, skip "Manager approval" when no manager is set. If every round is skipped, the ticket auto-approves with no manual intervention.
Smarter agents
Your agent can now read files shared in Slack. PDFs, images, and documents are automatically processed and used to answer questions, prefill form fields, and route tickets. The agent also knows the context of where a user is writing from, so it won't tell someone to "go post in #it-help" when they're already there.
Automate time-off with HiBob
The new HiBob integration adds two workflow actions: Get Time-off Balance retrieves an employee's remaining PTO across all policy types, and Request Time Off submits requests on their behalf with an optional approver and description.
Other updates
Assignee Group filter for SLAs and views lets you target SLA policies and ticket views to tickets where the assignee belongs to a specific user group
Google Workspace security group creation adds label support to the Create Group action, so you can create security groups directly
Auto-populate ticket defaults from view filters pre-fills ticket fields like assignee, status, priority, and tags based on your active view filters
Dynamic Wait Until dates lets the Wait Until action accept dynamic values from triggers or upstream steps
Email delivery status badges show whether outbound emails were delivered, right in the ticket timeline
CSV exports respect column visibility so hidden columns stay out of your exports
Workflow failure notifications for completed-with-errors fires failure notifications for workflows that finish with partial errors, not just fully failed runs
Quality of life updates
Redesigned badges and chips with consistent sizing, cleaner dark mode colors, and tighter date rendering
Breadcrumb truncation so long page names truncate with ellipsis instead of wrapping
Stacked dialog overlays only show a single dark overlay instead of compounding darkness
Custom field column ordering places custom fields before the actions column in ticket tables
Workflow runs pagination is now visible without scrolling
Application images in entitlement events show proper application logos on access events
Improved permission denial messages so agents clearly explain why an action was blocked
Integration connection status badges include a "Not Tested" state for integrations that haven't been health-checked
Bug fixes
Slack agent tools now resolve channels and users correctly on Enterprise Grid
Slack DM threads are no longer ignored by the message classifier
Approval wait triggers resolve correctly after a ticket moves between queues
Credential updates in Foundry no longer fail on duplicate names
Foundry actions with stored credentials now execute correctly inside workflows
Pasted markdown headings render at normal size
No more raw mailto: prefixes in Slack agent responses
Message deletion works even when attachments are in an unexpected state
Ticket creation modal no longer flashes empty fields while closing
Workflow step input drilldowns no longer show duplicate suggestions
Custom SELECT fields render as proper dropdowns in workflow conditions
Admin audit log
Track every administrative change across your organization with a searchable audit log. The new Admin Audit Log in organization settings records actions on agents, integrations, knowledge bases, and forms with full before/after context. Filter by event type, actor, resource, or date range, group events for pattern analysis, and export to CSV for compliance reporting.
Approval rounds
Build multi-stage approval workflows with configurable policies per round. Each round can require approval from any one approver, all approvers, or a custom threshold before advancing to the next stage. Sequential round execution ensures structured, auditable review processes for access requests and sensitive operations.
Intune device management actions
Six new workflow actions and agent tools for Microsoft Intune: Autopilot Reset, Retire Device, Sync Device, Rotate BitLocker Key, Wipe Device, and Assign Script. Automate endpoint lifecycle management directly from workflows and agent conversations without leaving Ravenna.
Other updates
Conditional KB routing in agent rules lets you write natural language conditions in agent rules to direct knowledge lookups to specific folders based on the topic of the conversation, so agents search only the relevant sources per branch
Task template folders let you group task templates by department, workflow type, or any organizational structure
Google Workspace temporary password generation adds a temporary password option to the Reset MFA/Password workflow action
JumpCloud workflow actions add user lifecycle management and group operations, reaching parity with Okta integration capabilities
Slack DM deep link in private form notices adds a direct message link for requesters when a form submission creates a private thread
Publish/unpublish confirmation for forms prevents accidental state changes with a confirmation dialog
Allowlist cap removed for Slack dropdowns supports more than 100 options using searchable external selects
Draft/Archived form gating for AI agents ensures agents no longer present draft or archived forms to users
Quality of life updates
Icons on form tabs and ticket types adds visual indicators to form navigation and ticket type selectors
Full Lucide Icon library set now available within the platform
Form tab persistence remembers your last selected tab across sessions
Agent table layout fixes alignment and spacing issues
Image cropper buttons improves button sizing for better usability
Processing status labels improves display of processing status indicators
Bug fixes
Fixed form submission errors in Slack
Fixed conditional form fields clearing descendant values when parent changes
Fixed KB document deletion silently failing
Fixed title template generation issues
Fixed knowledge base link handling
Fixed rule update issues
Fixed approval action handling
Fixed email alias sender name
Fixed icon picker dark mode gradient and broken icon names
Fixed rich text editor color in dark mode
Fixed org home width, avatar, and form reorder issues
Workflow runs in analytics
Custom dashboards now support a Workflow Runs data source for tracking automation performance. Monitor execution volume, success rates, and failure patterns grouped by workflow name, run status, collection, or related ticket dimensions like channel, assignee, and priority.
Share ticket workflow action
Keep a ticket in its original workspace and channel while creating a shared reference in another workspace. Share actions let teams collaborate across workspace boundaries without moving tickets or losing context.
AI reasoning in workflow runs
The AI's explanation now appears alongside its decision or response when AI Decision Maker and Custom Prompt steps execute, visible in the workflow run step details. This makes it easier to understand why the model chose a certain path or made a specific decision.
Ravenna is live on the JAMF Marketplace
Ravenna is now available on the JAMF Marketplace, bringing Apple device management data directly into support workflows.
Other updates
Custom field types now include Type and Multi-application select fields
JumpCloud application sync pulls applications with status, logo, and metadata into Ravenna for access management
JumpCloud dynamic values make JumpCloud user profile data available as dynamic values in workflow steps
JumpCloud manager sync syncs manager relationships for approval chains and routing
Intune device app lookup retrieves installed applications on managed devices via agent rules and workflow actions
Conditional visibility for all field types extends show/hide rules to layout fields and system fields in the form builder
Agent default communication style sets a clean, professional baseline voice for all agents without custom personality configuration
Auto-submit forms by default skips the form UI when the agent has prefilled all required fields
User groups in workflow action filters lets you scope workflow actions to specific user group members
Members filter bar and inline editing adds filtering and view options to organization and workspace member tabs, with inline owner editing on user groups
Approval template management adds bulk workspace assignment, group-by, and column sorting to the approval templates table
Ticket mirror field ordering lets workspace admins drag-to-reorder fields on Slack ticket mirrors
Quality of life updates
Stale Slack form recovery rebuilds expired request forms instead of showing an error
Inline select polish eliminates transient "Invalid value" flash when creating resources inline
Slack custom field ordering respects configured field order in Slack messages
Agent conditional field fix prevents the agent from surfacing fields when conditions are not met
Category example request fix stops example requests from duplicating ~25x on save
Agent checks knowledge base before triage so existing documentation can resolve requests without unnecessary questions
User lookup resolves guests by searching the full organization instead of just workspace members
Workspace switcher fix ensures org admins who are workspace guests can switch workspaces correctly
Slack form loading fix resolves false "form still loading" errors with auto-selected fields
Applications table sorting enables sort by status, owner, and source columns
Form name in browser tab replaces raw IDs with readable form names
Inline editing for user groups and applications lets you edit titles and descriptions directly from settings tables
