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Action Requests
Action Requests let Junto propose a resolution plan or matching runbook for a ticket, then wait for your approval before executing. You can review and respond directly from Slack, Teams, or the Junto web app.
How It Works
- A new ticket arrives and is triaged by Junto.
- If Junto identifies a strong resolution approach, it creates an Action Request — either a generated resolution plan or a matched existing runbook.
- The assigned technician receives a notification with the proposal details.
- The technician approves or dismisses the request.
- If approved, the AI agent immediately begins executing the plan.
Types of Action Requests
| Type | Description |
|---|---|
| Resolution Plan | An AI-generated step-by-step plan tailored to the specific ticket |
| Runbook Match | A published runbook that matches the ticket's issue |
Responding to Action Requests
From Slack or Teams
When an Action Request is created, the assigned technician receives a direct message from the Junto bot containing:
- A summary of the proposed plan or matched runbook
- Two buttons: Approve & Execute and Dismiss
After approval, the notification thread becomes a live conversation with the agent — you can watch progress and interact directly in the thread.
From the Web App
Action Requests appear as interactive cards in the ticket's detail view. Cards show:
- Proposal title and description
- Expandable step-by-step details
- Approve & Execute and Dismiss buttons
What Happens Next
After you respond to an Action Request:
- Approved -- The AI agent begins executing the plan. You can watch progress in the thread or ticket detail view.
- Dismissed -- The request is removed and no action is taken.
- No response -- If you don't respond within the configured window, the request expires automatically.
Configuration
Action Requests are created automatically when Junto identifies a confident resolution approach. You can adjust how often proposals are generated in your organization settings.
If the ticket is resolved before an Action Request is reviewed, the request expires automatically.
TIP
Action Requests are delivered as notifications in Slack or Teams. If neither is connected, requests are still visible in the Junto web app.