Overview
Before a runbook can be published and used by the AI agent or technicians, it must go through a review and approval process. This ensures quality, accuracy, and that procedures have been vetted by the team.
Submitting for review
After editing your runbook, click "Submit for Review"
Optionally select a specific reviewer
Add a change summary describing what you changed and why
The runbook enters the review queue
Reviewing runbooks
Reviewers can access all pending reviews from the Runbooks → Reviews tab.
Review dashboard
The reviews page shows all review requests organized by status:
Pending — awaiting reviewer action
Approved — accepted and published
Rejected — sent back to author
Changes Requested — needs revision before approval
Making a decision
When reviewing a runbook, you can:
Action | What happens |
Approve | Runbook is published and becomes available for use. A new version number is assigned. |
Reject | Runbook stays as draft. You must provide feedback explaining why. |
Request Changes | Author must revise and resubmit. Specific suggestions required. |
After approval
Once approved, the runbook is:
Marked as Published
Available for the AI agent to use during ticket triage
Searchable by technicians in the runbook library
Assigned a new version number (e.g., 1.0 → 2.0)
AI agent execution
When the AI agent works on a ticket, it can discover and follow relevant published runbooks. During execution:
The agent follows the runbook steps in order
For Hybrid runbooks, the agent pauses at approval gates and asks for your confirmation before proceeding with high-risk actions
You can approve or reject each action in the chat interface
The agent adapts if you reject an action, trying alternative approaches
Tracking usage
After a runbook is used — whether by the AI agent or manually — the system tracks:
Who used it and for which ticket
Whether the resolution was successful
How long it took
User feedback and ratings
Low success rates flag a runbook for review, helping you continuously improve your procedures.
Version history and rollback
Every published version is preserved. You can view the full change history and roll back to any previous version if a recent change introduces problems. Rolling back creates a new version rather than deleting history.