Jamf + Ravenna: Give employees a simpler way to get Mac support.

Employees shouldn’t need to know much about device management to get help with their Mac devices. They know an app won’t open or that they’re stuck at a recovery screen, and they want to get back to work.

Ravenna’s AI service desk uses the information in Jamf Pro to help with those requests in Slack. It gives your agents a way to look up the computer and work through the issue using your team’s instructions. When the request calls for action, the integration also supports workflows for remote locking and FileVault recovery.

Use what you already know about the Mac

Take a request about an application that isn’t working. Before sending someone through a troubleshooting guide, you’ll probably want to know whether the expected software and configuration profiles are on their computer. Ravenna’s agents can look those up in Jamf, along with the hardware details and management status, and use what they find to guide the conversation.

The instructions still come from your team.

Connect your Mac runbooks and choose which agents can use them.

You can tell an agent:

• Where to look
• Which tools to call
• When it needs to deliver the request to a person

That’s useful when your setup has its own quirks, or when a perfectly reasonable suggestion for someone else’s fleet would be the wrong advice for yours.

When you pick up the ticket yourself, the requester’s computers are there in the sidebar. You can check the model, macOS version, available storage, FileVault status and last check-in while reading what they’ve reported.

Remote locks and FileVault recovery

For recovery and security requests, you can put the Jamf steps into a Ravenna workflow:

• Find the right computer: Look up the Mac devices assigned to the employee in Jamf before running the next step. This is useful when someone has more than one computer on their record.
• Lock a missing Mac: Send a remote lock command through Jamf Pro when a computer has been reported lost, stolen or compromised.
• Get a FileVault recovery key: Retrieve the key escrowed in Jamf Pro to help an employee regain access to their encrypted Mac.

You decide what must happen before a key is retrieved or a lock is sent. A recovery workflow can wait for an approval, for example, while a device lookup runs without one. Ravenna also lets you set agent tools to run automatically, ask the requester to confirm or require an authorized approver.

What if your team needs something more specific?

If you have a Jamf procedure that the standard actions don’t cover, you can build a custom function with Foundry (currently in beta). Describe what you need in plain language and use your existing Jamf Pro connection to build and test it. Once you’ve published the function, an agent can call it, or you can use it in a workflow; the same step can be reused wherever you need it.

You can also roll back to an earlier published version of a function if a change causes problems. When a workflow gets stuck, its step logs show you what ran, what it returned and where it failed.