Ticket mirrors

Ticket mirrors are interactive Ravenna ticket Adaptive Cards in Microsoft Teams that update in real time as assignees, status, and priority change.

Ticket mirrors are interactive representations of Ravenna tickets that appear in Microsoft Teams as Adaptive Cards. They update automatically as the ticket changes so you can track and manage tickets without leaving Teams.

How ticket mirrors work

Ticket mirrors sync in real time between Teams and Ravenna. When the assignee, status, or priority changes anywhere, every mirror of that ticket updates within seconds.

Where mirrors appear

• Request thread: the channel thread or chat where the ticket was created.
• Triage channel: a new top-level post in the configured Teams triage channel (when forwarding is enabled for the source Channel).
• Direct messages: a card sent to specific users for events that target them, such as approval requests.

What you can do from a card

Ticket cards include action buttons for the most common operations:

• Open the ticket in Ravenna via a deep link
• Assign or reassign the ticket
• Change status (resolve, close, reopen)
• Update priority
• Add or remove tags

All actions sync immediately back to Ravenna and to every other mirror.

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Card types

Ticket published card

Posted when a ticket is published in a connected request channel or triage channel. Shows the ticket number, title, status, priority, assignee, requester, description, and a link back to Ravenna.

Status change card

Posted when a ticket’s status changes. Shows who made the change and what the new status is.

Assignment card

Posted when a ticket is assigned, reassigned, or unassigned.

Approval request card

Sent as a DM to each approver added to an approval round. Approvers can approve or decline (with an optional reason) directly from the card.

Form card

Sent when a request type or workflow form needs input. Rendered as an interactive Adaptive Card with the configured form fields. Submitting the form updates the ticket and progresses the workflow.

Authored message card

Wraps a human-authored message from Ravenna in a card with an avatar and the author’s name above the message text. This is how Ravenna attributes outbound messages to the original Ravenna user. Bot Framework does not allow posting on behalf of an arbitrary user.