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Triggers listen for events and start workflow execution. Actions perform tasks like creating tickets, sending messages, or updating records.

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Triggers

Every workflow needs exactly one trigger that listens for specific conditions and provides context to the rest of the workflow.

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Ravenna Triggers

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Ticket Triggers

Responds when new tickets are created in your workspace. Filter these triggers by queue, request type, or priority to automatically assign tickets, set initial tags, or notify team members.Common use cases:
  • Auto-assign tickets based on request type
  • Set initial tags for categorization
  • Send welcome messages to requesters
  • Notify team members of new tickets
Triggers when tickets are archived in your workspace. Use this to clean up related resources, send final notifications, or update external systems when tickets are removed from active queues.Common use cases:
  • Clean up related Slack channels
  • Send final status notifications
  • Update external tracking systems
  • Archive related documentation
Activates when tickets are assigned to users. Use this to notify assignees, update workload tracking, or trigger onboarding workflows for new ticket owners.Common use cases:
  • Notify assignees of new assignments
  • Update workload tracking systems
  • Send assignment confirmation messages
  • Trigger assignee-specific workflows
Activates when tickets move between statuses. Configure these triggers to watch for specific status transitions and filter by queue or assignee. Use these to send notifications, update related systems, or trigger follow-up processes.Common use cases:
  • Send notifications on status changes
  • Update external systems when tickets are resolved
  • Trigger follow-up workflows based on status
  • Track ticket lifecycle metrics
Triggers when tags are added to or removed from tickets. The trigger provides information about which tags were added and which were removed, allowing you to respond differently based on the type of change.Output data:
  • ticketId - The ID of the ticket that was updated
  • action.added - Array of tag IDs that were added
  • action.removed - Array of tag IDs that were removed
Common use cases:
  • Escalate tickets when priority tags are added
  • Notify teams when specific category tags are applied
  • Trigger workflows based on tag combinations
  • Track tag-based ticket categorization
  • Auto-assign tickets based on tag changes
Triggers when tickets are approved or declined through approval workflows. Use this to continue multi-step processes, notify stakeholders, or take action based on approval decisions.Common use cases:
  • Continue workflows after approval
  • Notify stakeholders of decisions
  • Provision access after approval
  • Handle declined requests appropriately

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Message Triggers

Triggers when messages are added to tickets. Use this to analyze message content, notify team members, or trigger automated responses based on message patterns.Common use cases:
  • Analyze message sentiment
  • Notify team members of updates
  • Trigger automated responses
  • Track conversation patterns

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Scheduled Triggers

Runs workflows on a cron schedule. Use this to trigger recurring workflows, schedule periodic tasks, or automate time-based processes.Common use cases:
  • Schedule recurring workflows
  • Automate periodic tasks
  • Run time-based processes
  • Trigger scheduled reports

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Slack Triggers

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Reaction Triggers

Responds when users add specific emoji reactions to messages. Filter by emoji type, channel, or user to escalate tickets or create tickets from flagged messages.Common use cases:
  • Create tickets from flagged messages
  • Escalate issues based on reaction types
  • Track team sentiment on messages
  • Trigger workflows from emoji-based voting
Triggers when users remove emoji reactions from messages. Use this to undo actions, track reaction changes, or update workflows based on removed reactions.Common use cases:
  • Undo actions when reactions removed
  • Track reaction changes
  • Update workflow state
  • Monitor sentiment changes

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Member Triggers

Activates when users join Slack channels. Use this to send welcome messages, assign onboarding tasks, or notify team members of new channel members.Common use cases:
  • Send welcome messages
  • Assign onboarding tasks
  • Notify team of new members
  • Trigger channel-specific workflows
Triggers when users leave Slack channels. Use this to clean up permissions, notify team members, or update access controls.Common use cases:
  • Clean up channel permissions
  • Notify team of departures
  • Update access controls
  • Track channel membership changes
Activates when new users join your Slack workspace. Use this to trigger onboarding workflows, provision initial access, or send welcome messages to new team members.Common use cases:
  • Trigger onboarding workflows
  • Provision initial access
  • Send welcome messages
  • Create onboarding tickets

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Actions

Actions perform work in your workflows. Actions use information from triggers and previous actions to make dynamic decisions and process data.

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Ticket Actions

Generates new tickets with configurable properties like title, description, queue assignment, priority, and tags. Use information from triggers to populate ticket details or create follow-up tickets that reference original ticket information.Common use cases:
  • Create follow-up tickets for multi-step processes
  • Generate tickets from Slack messages
  • Auto-create tickets based on external events
  • Split complex requests into multiple tickets
Modifies existing tickets by changing properties like priority, tags, or custom fields. Use these to escalate tickets, add processing tags, or update fields based on workflow progress.Common use cases:
  • Escalate tickets by changing priority
  • Add processing or status tags
  • Update custom fields based on workflow logic
  • Modify ticket properties dynamically
Changes ticket status and can include resolution notes or assignee notifications. Use these to resolve certain types of tickets or move tickets through your support process based on completion criteria.Common use cases:
  • Auto-resolve tickets meeting specific criteria
  • Move tickets through workflow stages
  • Add resolution notes automatically
  • Notify assignees of status changes
Updates the priority level for tickets based on workflow conditions. Use this to escalate urgent issues, adjust priorities based on SLA requirements, or dynamically prioritize based on ticket content.Common use cases:
  • Escalate urgent issues automatically
  • Adjust priorities based on SLA
  • Prioritize based on ticket content
  • Update priority after analysis
Assigns tickets to specific users or teams. Configure assignment logic based on ticket properties, user availability, or workload balancing rules.Common use cases:
  • Round-robin ticket assignment
  • Assign based on expertise or tags
  • Balance workload across team members
  • Route tickets to specific teams
Adds followers to tickets to keep stakeholders informed. Use this to automatically include relevant team members, managers, or cross-functional partners in ticket updates.Common use cases:
  • Add managers to high-priority tickets
  • Include cross-functional stakeholders
  • Keep team members informed
  • Notify relevant parties automatically
Adds approvers to tickets requiring approval workflows. Use this to route approval requests to appropriate stakeholders based on ticket properties, request type, or organizational hierarchy.Common use cases:
  • Route approvals to managers
  • Add approvers based on request type
  • Include multiple approval levels
  • Assign approvers by department
Pauses workflow execution until a ticket receives approval or is declined. Use this to gate access provisioning, resource allocation, or other actions that require authorization.Common use cases:
  • Gate access provisioning
  • Wait for manager approval
  • Pause before resource allocation
  • Require authorization for actions
Adds tags to tickets for categorization and filtering. Use this to automatically tag tickets based on content analysis, request type, or workflow conditions.Common use cases:
  • Auto-tag based on content
  • Categorize by request type
  • Add processing status tags
  • Tag for reporting purposes
Relocates tickets between different workspaces, queues, or statuses within your organization. Use to transfer tickets between teams, escalate issues to different departments, or reorganize tickets based on changing requirements. The action supports cross-workspace moves while maintaining ticket history and context.Common use cases:
  • Transfer tickets between teams
  • Escalate to different departments
  • Move tickets across workspaces
  • Reorganize tickets based on criteria
Sends customer satisfaction surveys to users after ticket resolution. Use this to gather feedback, measure service quality, and identify areas for improvement.Common use cases:
  • Survey after ticket resolution
  • Measure service quality
  • Gather user feedback
  • Track satisfaction metrics
Monitors tickets until specific conditions are met, then continues workflow execution. Use this to wait for status changes, message updates, or other ticket events before proceeding.Common use cases:
  • Wait for status changes
  • Monitor for specific updates
  • Track ticket progress
  • Trigger actions on conditions
Pauses workflow execution until a ticket has been inactive for a specified duration. Use this to automatically take action when requests go quiet, helping teams stay responsive by resolving or closing tickets when people stop responding. This keeps queues clean and SLAs on track.Common use cases:
  • Auto-resolve tickets after inactivity period
  • Close stale tickets automatically
  • Send reminder messages before auto-closing
  • Escalate tickets with no response
Sends new messages on tickets to communicate with requesters or team members. Use this to provide updates, request information, or share automated responses.Common use cases:
  • Send automated updates
  • Request additional information
  • Share status notifications
  • Provide automated responses
Checks if there are any new messages on a ticket since the last check. Use this in monitoring workflows to detect when users respond or team members add updates.Common use cases:
  • Detect user responses
  • Monitor for team updates
  • Track conversation activity
  • Trigger actions on new messages

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Slack Actions

Delivers private messages to specific users. Use these to notify assignees about new tickets, alert managers about escalations, or provide status updates to requesters. Messages can include dynamic information from earlier workflow steps.Common use cases:
  • Notify assignees of new tickets
  • Alert managers about escalations
  • Send status updates to requesters
  • Deliver personalized notifications
Posts to Slack channels with optional mentions and formatting. Use these to announce high-priority tickets, share status updates, or coordinate team responses.Common use cases:
  • Announce high-priority tickets
  • Share status updates with teams
  • Coordinate team responses
  • Broadcast important notifications
Creates a new Slack thread specifically for a Ravenna ticket. Use this to establish dedicated communication channels for ticket discussions while keeping conversations organized.Common use cases:
  • Create dedicated ticket threads
  • Organize ticket discussions
  • Enable threaded collaboration
  • Keep ticket conversations separate
Creates new Slack channels with configurable properties like name, description, and privacy settings. Use this to establish dedicated channels for incidents, projects, or team coordination.Common use cases:
  • Create incident channels
  • Establish project channels
  • Set up team coordination spaces
  • Automate channel creation
Updates existing Slack channel properties including name, topic, description, and settings. Use this to maintain channel information, update purposes, or modify channel configurations.Common use cases:
  • Update channel topics
  • Modify channel descriptions
  • Change channel settings
  • Maintain channel information
Archives Slack channels to clean up workspace and preserve channel history. Use this to automatically archive channels after incidents are resolved or projects are completed.Common use cases:
  • Archive incident channels
  • Clean up completed projects
  • Preserve channel history
  • Maintain workspace organization
Sends a message in Slack requesting users to fill out request type forms. Use this to gather additional information, complete intake processes, or collect required details for ticket processing.Common use cases:
  • Request additional information
  • Complete intake processes
  • Gather required details
  • Collect form responses

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Okta Actions

Adds one or more users to an Okta group. Use this to grant team access, provision group-based permissions, or automate group membership during onboarding.Common use cases:
  • Automate onboarding group assignments
  • Grant team access automatically
  • Provision group-based permissions
  • Add users to distribution lists
Removes one or more users from an Okta group. Use this to revoke access, handle offboarding, or update group memberships based on role changes.Common use cases:
  • Revoke access during offboarding
  • Update group memberships
  • Remove temporary access
  • Handle role changes
Assigns one or more users to an Okta application. Use this to provision application access, automate software assignments, or grant tool access based on request approvals.Common use cases:
  • Provision application access
  • Automate software assignments
  • Grant tool access after approval
  • Assign applications during onboarding
Removes one or more users from an Okta application. Use this to revoke application access, handle offboarding, or remove unused software assignments.Common use cases:
  • Revoke application access
  • Handle application offboarding
  • Remove unused assignments
  • Update application access
Resets MFA authenticators and/or passwords for users in Okta. Choose to reset MFA only, password only, or both simultaneously. This consolidated action provides flexible security management for various scenarios.Scope options:
  • MFA Only: Resets all MFA authenticators, requiring re-enrollment
  • Password Only: Sends forgot password email to user
  • Both: Resets both MFA and password simultaneously
Common use cases:
  • Help users with lost MFA devices
  • Handle security incidents requiring full credential reset
  • Reset compromised authentication methods
  • Automate password reset requests
  • Troubleshoot MFA issues
  • Handle locked account scenarios
Generates a password reset token for users in Okta. Use this to provide direct reset links, integrate with custom workflows, or handle password resets programmatically.Common use cases:
  • Provide direct reset links
  • Integrate with custom workflows
  • Handle programmatic resets
  • Generate temporary access tokens
Sets a specific password for users in Okta. Use this for initial account setup, temporary password provisioning, or automated password management workflows.Common use cases:
  • Set initial account passwords
  • Provision temporary passwords
  • Automate password management
  • Handle emergency access
Checks if a user is a member of a specific Okta group. Use this to validate access, make conditional workflow decisions, or verify group memberships before granting permissions.Common use cases:
  • Validate access before actions
  • Make conditional decisions
  • Verify group memberships
  • Check permission prerequisites

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Google Workspace Actions

Creates a new Google Group with specified name, description, and optional email address. Use this to programmatically provision groups for teams, projects, or access management.Common use cases:
  • Create project-specific groups automatically
  • Provision team groups during onboarding
  • Set up distribution lists programmatically
  • Create groups for access management
Adds one or more users to a Google Group. Use this to grant team access, provision group-based permissions, or automate group membership during onboarding.Common use cases:
  • Automate onboarding group assignments
  • Grant team access automatically
  • Provision group-based permissions
  • Add users to distribution lists
Removes one or more users from a Google Group. Use this to revoke access, handle offboarding, or update group memberships based on role changes.Common use cases:
  • Revoke access during offboarding
  • Update group memberships
  • Remove temporary access
  • Handle role changes
Checks if a user is a member of a specific Google Group. Use this to validate access, make conditional workflow decisions, or verify group memberships before granting permissions.Common use cases:
  • Validate access before actions
  • Make conditional decisions
  • Verify group memberships
  • Check permission prerequisites
Resets MFA authenticators and/or passwords for users in Google Workspace. Choose to reset MFA only, password only, or both simultaneously for comprehensive security management.Scope options:
  • MFA Only: Turns off 2-Step Verification, requiring re-enrollment
  • Password Only: Forces password change at next login
  • Both: Resets both MFA and password simultaneously
Common use cases:
  • Help users with lost MFA devices
  • Handle security incidents requiring credential reset
  • Force password changes for compromised accounts
  • Reset authentication for locked accounts
  • Troubleshoot MFA issues

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Incident.io Actions

Validates if a user is a member of an on-call group in Incident.io. Use this to verify on-call status, route incidents to appropriate responders, or make conditional decisions based on on-call schedules.Common use cases:
  • Verify on-call status
  • Route incidents to responders
  • Check escalation eligibility
  • Validate incident assignments

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Scheduled Triggers

Runs workflows on a cron schedule. Use this to trigger recurring workflows, schedule periodic tasks, or automate time-based processes.Common use cases:
  • Schedule recurring workflows
  • Automate periodic tasks
  • Run time-based processes
  • Trigger scheduled reports

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Control Flow Actions

Pauses workflow execution for specified durations. Use these to create delays between actions or allow time for external processes to complete.Common use cases:
  • Add delays between actions
  • Wait for external processes
  • Create timed follow-ups
  • Implement timeout logic
Evaluates conditional expressions to make workflow decisions. Use this to branch workflow logic, filter actions based on conditions, or implement complex decision trees.Common use cases:
  • Branch workflow logic
  • Filter actions by conditions
  • Implement decision trees
  • Create conditional paths
Provides conditional branching with if/else logic. Use this to execute different actions based on conditions, handle multiple scenarios, or create alternative workflow paths.Common use cases:
  • Execute different actions
  • Handle multiple scenarios
  • Create alternative paths
  • Implement conditional logic
Jumps to a specific node in the workflow. Use this to create loops, skip steps, or implement complex workflow navigation patterns.Common use cases:
  • Create workflow loops
  • Skip workflow steps
  • Implement navigation patterns
  • Jump to specific nodes

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AI Actions

Transforms complex ticket histories into clear, actionable summaries. AI distills essential information from lengthy conversation threads and status changes into concise summaries that capture what happened, what was decided, and what outcomes were achieved.Common use cases:
  • Generate ticket summaries for handoffs
  • Create executive briefings
  • Summarize resolution steps
  • Extract key decisions from conversations
Evaluates complex conditions that require contextual evaluation beyond simple rule-based logic. The workflow continues down one of two paths based on the AI’s decision.Common use cases:
  • Route tickets based on content analysis
  • Make priority decisions contextually
  • Evaluate sentiment for escalation
  • Determine appropriate next actions
Embeds AI reasoning directly into workflows to analyze context, generate responses, or make dynamic decisions. Use this to summarize information, draft messages, determine next steps, or process unstructured data based on custom instructions you provide.Common use cases:
  • Summarize ticket context for handoffs
  • Draft response messages based on ticket content
  • Generate dynamic next steps from conversation history
  • Analyze sentiment or urgency from messages
  • Extract structured data from unstructured text
  • Create custom summaries for specific audiences

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Fleet Device Management Actions

Retrieves basic device information for a user’s Fleet-managed device including hostname, platform, OS version, and system specifications. Use this to identify and validate user devices before performing other operations.Common use cases:
  • Verify device ownership before granting access
  • Check device specifications for compatibility
  • Validate device enrollment status
  • Gather basic system information for tickets
Checks comprehensive device health metrics including battery status, disk encryption, MDM enrollment, OS updates, and uptime. Use this to ensure devices meet security and compliance requirements.Common use cases:
  • Verify security compliance before access approval
  • Check device health for troubleshooting
  • Ensure disk encryption is enabled
  • Validate MDM enrollment status
Lists all software installed on a user’s device with version information and vulnerability details. Optionally filter to show only software with known vulnerabilities for security auditing.Common use cases:
  • Audit installed software for compliance
  • Identify vulnerable applications
  • Track software inventory
  • Security risk assessment
Executes custom osquery SQL statements or predefined diagnostic queries on user devices to gather specific system information. Use this for advanced troubleshooting and system analysis.Predefined query types:
  • System information
  • OS version details
  • Logged in users
  • Running processes
  • Network interfaces
  • Disk space usage
  • Recent items
Common use cases:
  • Advanced device troubleshooting
  • Custom system information gathering
  • Security investigation queries
  • Performance diagnostics

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Linear Actions

Creates new issues in Linear with configurable properties like title, description, project assignment, priority, and labels. Use information from triggers and other actions to populate issue details or create issues based on Ravenna ticket events.Common use cases:
  • Create Linear issues from Ravenna tickets
  • Mirror ticket updates to Linear workspace
  • Track development work from support requests
  • Sync incident reports to Linear projects

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Tools Actions

Calls external APIs to integrate with third-party services. Use this to send data to external systems, fetch information from APIs, or trigger actions in other platforms.Common use cases:
  • Integrate with third-party services
  • Send data to external systems
  • Fetch information from APIs
  • Trigger actions in other platforms

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Configuring Triggers and Actions

Use filters to ensure workflows only execute for relevant events. Test your trigger conditions with realistic data to verify they work as expected. Action configuration involves mapping data from triggers and previous actions to action inputs. The workflow builder provides tools to reference information from earlier steps. Data flows automatically between workflow steps. Information captured by triggers becomes available to actions.

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Best Practices

Design triggers with specific conditions to avoid unnecessary executions. Use filters for queue, priority, status, or user criteria. Monitor trigger frequency to identify issues with overly broad conditions. Configure actions to be idempotent when possible so they can be safely repeated without causing problems.