Automations, accounted for
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
