Requests Inbox
Requests Inbox
The Requests Inbox is where Aiden imports matching tickets from connected trackers, triages them against workspace workflows, and waits for you to approve execution.
Open Aiden DevOps -> Requests Inbox (under Track). Subtitle: DevOps request queue across services and environments.
How tickets arrive
| Mechanism | Behavior |
|---|---|
| Webhook | Tracker pushes create/update events. Matching issues appear within a few seconds when the URL includes orgId and the signing secret is valid. |
| Sync (pull) | Aiden pulls tickets that match Configure Inbox filters. Use after connecting a tracker or to backfill. |
| Live list polling | With the inbox open, the list refreshes about every 5 seconds and can toast new rows. |
| Refresh Requests Inbox | Reloads the queue from Aiden's store. It does not by itself pull new tickets from the tracker. |
Prefer webhooks for near-real-time intake; use Sync for backfill. Setup details: Connect your ticketing system.
Inbox toolbar
| Control | What it does |
|---|---|
| Refresh Requests Inbox | Reloads the queue from Aiden |
| List view | Card-style request list (default) |
| Table view | Table layout for the same queue |
| Configure Inbox | Opens the Configure Inbox dialog for pull filters and tracker options |
Search and filters
- Use Search request ID, summary, service... to find requests.
- Open Inbox queue to filter attention. Options:
| Queue | Meaning |
|---|---|
| All | Every non-ignored request in the current attribute filters |
| Unassigned | No assignee on the request |
| Assigned to me | Assignee matches your display name |
| Awaiting approval | Status is awaiting approval |
| Blocked | Reserved for blocked requests; this queue stays empty unless a request is marked blocked |
| Resolved | Completed or closed |
| Ignored | Deferred requests |
- Use Source, Service, and Priority to narrow the list further.
Each request card shows priority (for example P1 or P2), title, age, source ticket link (for example Linear · STA-164), and triage tags such as service and environment.
Request statuses
Statuses on the card and detail panel:
| Status | Typical meaning |
|---|---|
| New | Imported; classified enough to show as new (not mid-triage empty) |
| Triaging | Classification in progress (including some new rows still awaiting category) |
| Triage stopped | Classification stopped before completion |
| Awaiting approval | Ready for Approve & execute |
| Approved | Operator approved; execution starting |
| In progress | Workflow run executing |
| Resolved | Run completed |
| Deferred | Deferred / ignored path |
| Closed | Closed |
Select a card to open the request detail panel.
Configure Inbox
Click Configure Inbox. Dialog title: Configure Inbox. Description: Choose which tickets Aiden pulls into the Inbox from each tracker.
| Setting | What it does |
|---|---|
| Auto post to ticket | Automatically post the Ops Inbox link to the source ticket when a request is first added (sync or webhook). You can still post manually from the request detail. |
| Auto-mark ticket status | When a request is first added, move the source ticket to a chosen status (for example In Progress). Failures are logged and do not block triage. |
These automatic updates are not workflow approval. See Review, approve, and execute.
For each connected tracker (for example Linear):
- Expand the tracker row. The summary can show teams, assignees, and labels (for example Teams STA · anyone · incident, help-needed labels).
- Use the enable switch (Disable ... in inbox when on) to turn that tracker on or off for the inbox.
- Set Teams, Assignees (for example Anyone (default)), and Labels (for example incident, help-needed).
- Configure the provider webhook: copy the Webhook URL, paste the signing secret, use Clear to reset the secret field when needed.
- Use Connect Jira or Connect ServiceNow from this dialog when you need another tracker, or finish setup under Integrations.
- Click Save inbox filters to apply, or Cancel / Close to leave without saving.
Request detail
Selecting a request opens the detail panel with priority, title, ticket ID, source link, requester, and age.
Request actions
Open Request actions (⋯) for:
| Action | What it does |
|---|---|
| Copy request link | Copies a link to this inbox request |
| Post to ticket | Posts the Ops Inbox link to the source ticket |
| Delete from inbox | Removes the request from the inbox (blocked while Approved or In progress) |
Close detail panel dismisses the panel.
Original request
Shows the text from the source ticket.
Aiden's Triage
Aiden classifies the request and shows a confidence score (for example 68%).
| Control | What it does |
|---|---|
| Re-run triage | Runs classification again (not available while Approved or In progress) |
| Change Category | Override the triage category chip |
| Change Priority | Override priority (for example P1, P2) |
| Change Service | Override the extracted service |
| Change Environment | Override the extracted environment |
Triage includes a short analysis and Extracted details such as Service and Environment. Manual category, priority, service, or environment edits clear the displayed confidence score until the next successful triage run.
Workflow to run
When no workflow matched, the panel shows: No workflow matched. Describe your team's workflow and Aiden will build a reusable workflow suggestion.
| Control | What it does |
|---|---|
| Describe Workflow | Opens a flow to describe a reusable workflow for this kind of request |
| Workflow to run on approve | Override or pick the workflow used on approve |
| Why this workflow? (optional) | Optional note (placeholder example: Same access pattern as last week's ticket) |
| Approve & execute | Approves the chosen workflow and starts execution (allowed from any status, including re-runs) |
Matching uses workflow descriptions. Keep descriptions clear and distinct so similar workflows do not confuse triage. Browse the catalog under Workflows.
Chat about this request
Ask follow-up questions without starting execution.
- Type in Message about this request (Ask Aiden about this request...).
- Click Start chat when enabled.
- Hint text: Enter to send · Shift+Enter for a new line.
Execution history
Timeline of inbox events for the request, for example:
- Request imported into the inbox
- Aiden classified this request
- Approval and workflow run events after Approve & execute
Expand a row for more detail when available. After a failed or partial run, fix the cause and approve again. See Troubleshoot.
Source-ticket updates
| Update | When |
|---|---|
| Auto Ops Inbox comment | First add, if Auto post to ticket is on |
| Auto status transition | First add, if Auto-mark ticket status is on |
| Manual Post to ticket | Whenever you choose it from request actions |
| Workflow or agent comments | During or after execution, depending on the workflow and tracker write access |
| Source deleted | Tracker delete webhook can mark the inbox row as source-deleted |
After execution
Status typically moves Approved → In progress → Resolved. Policy gates can pause tool calls under Approvals without undoing inbox approval. For a full checklist before you approve, see Review, approve, and execute.