Automations

An automation rule says: when something happens (or on a schedule), only if its conditions hold, then run these actions in order. One engine covers what other tools split into alert remediation and ticket automations. Rules live in Settings → Automations. Owners and admins create and change them; technicians and analysts can see them and what they did.

When

Pick what starts the rule:

• Something that happens in Revo. Device events (stopped checking in, back online, enrolled), monitoring alerts opened or resolved (RevoRMM), tickets opened, updated or changing status (RevoPSA), new findings and security events (RevoSecure), customers archived or converted, and Email received from a connected mailbox. Modules you don't have don't appear.
• A schedule. Every 15 minutes to every 24 hours, or daily, weekly or monthly at a time in a time zone you pick. A scheduled rule limited to some customers runs once for each of them.

Only if

Every condition must hold. Each trigger offers its own fields (an alert's rule and reading, a ticket's priority, an email's sender and subject), and every rule can also test the customer, the site, the customer's tags, the event's severity and the time: inside or outside hours you choose (days, from and to, time zone; overnight hours work). Text comparisons ignore capitals.

You can also limit the whole rule to some customers under For.

Then

Actions run in order. One that fails is recorded and the next still runs.

Text settings take placeholders such as {{event.title}}, {{customer.name}}, {{device.name}} or {{ticket.number}}; the editor lists the ones each trigger has. Placeholders only look values up.

Try it before you save

Try it checks the rule against what happened in the last 7 days without doing anything: which events would have started it, why the others wouldn't, and what each action would have said.

Guardrails

• It acts as you. A rule runs with the permissions of the person who last saved it, checked again every time it runs. If that person is deactivated or can no longer manage automations, the rule pauses until someone saves it again. Rules with actions on devices (scripts, device actions) need your two-factor code to save. API tokens can't create or change rules.
• Scripts keep their guardrails. A rule can only run a script version that was approved with a passkey; your role's device limit, the scripts kill switch and the automatic pause still apply, and running on every device of a customer needs the script's name typed when you save the rule. The run's reason names the rule.
• A runaway rule pauses itself. Above its limit of actions in an hour (100 unless you change it), a rule pauses and the owners get a critical alert.
• The kill switch. Run automations at the top of the page stops every rule at once. Nothing is caught up when it's back on.
• No loops. Something an automation caused never starts the same rule again, and chains of rules stop after three steps. Events older than six hours, or than the rule's last save, are ignored.
• Every change to a rule, and every script it runs, is in the audit log. Activity shows each run: what started it and what each action did.

Email in and email to ticket

Connect your support mailbox under Settings → Mailboxes: Microsoft 365 (an app registration with the application permission Mail.Read and admin consent, ideally limited to that mailbox with an application access policy) or any provider over IMAP with TLS (port 993; use an app password where offered). Revo reads new mail every minute and never changes the mailbox; mail already there when you connect it isn't imported.

Each new email from a verified sender (below) is matched to a customer: a contact with that address, otherwise a customer's domain (free-mail domains such as gmail.com never match by domain). Auto-replies, bounces and mail from the mailbox itself are kept as ignored and start nothing, so an out-of-office can't start a loop.

With RevoPSA, Turn its mail into tickets on the mailbox creates a rule on Email received with the action Turn the email into a ticket:

• New mail opens a ticket for the sender's customer, optionally assigned. Mail nobody recognises is skipped, or goes to a customer you choose.
• A reply with [#123] in the subject from that ticket's customer becomes a shared note and reopens the ticket. A closed ticket isn't reopened: the reply opens a new ticket that mentions it. Mail naming a ticket from anyone else opens its own ticket. Your team answers in Revo: mail from a team member's address isn't added to tickets.
• Only a verified sender is matched to a customer or added to a ticket. Anyone can write any address in From, so Revo trusts it only when your receiving mail server reports that the sender's domain passed DMARC. Microsoft 365 always reports this. For IMAP, enter your provider's receiving server ID when you connect the mailbox (the first word of its Authentication-Results header, mx.google.com for Google); without it no IMAP sender is verified.
• Mail from a sender Revo can't verify isn't lost. It goes to the customer you chose for mail nobody recognises, as a new ticket marked (unverified) with a warning to check with the sender first. Without that customer it's skipped, and the mailbox log shows it as Sender not verified. A customer whose domain has no DMARC record can't be verified: setting one up (even p=none) fixes it, and RevoSecure flags the missing record anyway.
• When your team shares a note on a ticket that came in by email, it's emailed back to the sender with [#123] in the subject and the mailbox as the reply address, so their answer lands on the ticket (Settings → Tickets can turn customer emails off).

Route or ignore mail by adding conditions to the rule: the mailbox, the sender's address or domain, the subject or the text. The mailbox's log shows each message, who it matched and why it was ignored.

Teams, Slack and SMS

Add channels under Settings → Chat and SMS:

• Microsoft Teams: in the channel, add the Workflows template Post to a channel when a webhook request is received and paste the address it gives you.
• Slack: add an incoming webhook to the channel and paste its address.
• SMS: your Twilio Account SID, auth token, and a Twilio number or Messaging Service SID to send from. Texts are charged to your Twilio account.

Addresses and tokens are stored encrypted and never shown again. Test sends a test message.