Executions & Monitoring

Every runbook execution — whether started manually, matched during triage, auto-run, or triggered by a schedule — is tracked so you can see what ran, what it did, and how it ended.

Running a Runbook On Demand

Published AI Agent runbooks can be executed directly:

1. Open the runbook and click Run Now.
2. If the runbook defines required inputs, fill them in.
3. Click Execute. A link takes you to the live execution as it runs.

Ways a Runbook Can Start

• Run Now -- A technician starts it manually from the runbook page.
• Triage match -- The agent matches an incoming ticket to the runbook and recommends (or, with auto-run enabled, starts) an execution.
• Schedule -- A recurring schedule fires at the configured time.

Execution History

All Executions

From the Runbooks page, click All Executions to see every run across your organization. The list refreshes automatically and shows each execution's status, runbook, company, linked ticket, start and completion times, and outcome.

Filter by:

• Status -- e.g., running, completed, paused, failed.
• Outcome -- e.g., success, partial success, failed, cancelled.
• Runbook or Company -- narrow to one procedure or one client.
• Quick toggles -- currently running, has a linked ticket, or started by a schedule.

Per-Runbook Runs

To review one runbook's track record, open the runbook and click Runs. You get the same execution list, scoped to that runbook — useful when deciding whether it's ready for auto-run or a broader schedule.

Paused Runs

Some executions pause partway through and wait for a human — for example, when the runbook content includes a wait block, or when the agent needs a follow-up before it can continue.

• The Paused runs button on the Runbooks page shows a count badge whenever executions are waiting.
• Click it to see every paused run, expand the details of what each one is waiting for, and respond — approve, reject, or provide the requested update.
• Once resolved, the execution continues from where it paused.

Check paused runs regularly: a paused execution is work in progress that won't finish without you.

Tips

• Review a runbook's Runs history after publishing changes to confirm it still behaves as expected.
• Use the partial success and failed outcome filters to find runbooks that need content fixes.
• Successful executions automatically attach their source ticket as an example, improving future triage matching.