Executions

Executions (the first tab of Activity, under Operate in the sidebar) lists every run of your agents and workflows, newest first. The second tab, Audit log, shows the same work one tool call at a time. Open it from the sidebar to see all runs, or from the history icon on an agent’s row to see that agent’s runs only. Each row carries the ticket, the status, when it started, how long it took, the credits it billed and the message it wrote; Steps opens the run’s Execution Log. With Executions, you can:

• Track Neo’s actions: see everything Neo has done, especially for a specific ticket
• Watch an agent: filter to one agent to see its runs, start one with Run now, and stop one that is still running
• Understand triggering: filter to a ticket and tick Include PSA events to see each time it was created or updated in your PSA and which agents that triggered, with the reason for every agent that did not match
• Hand a run back to Neo: Train sends a run that went wrong to the Neo Support agent with your feedback; Skillify turns a run that went well into a reusable skill

Executions shows two kinds of rows: runs of your agents and workflows, and, for a ticket you filter to, its PSA events (ticket created or updated, trigger requested).

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Row Types

Executions shows these kinds of rows:

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Workflow Execution

This event type logs the execution of one of your configured workflows. It shows the outcome of the workflow (e.g., Success, Failure, Skipped) and provides access to its output message or any errors encountered. Key information includes:

• The specific workflow that ran
• The ticket or entity it processed
• Status, start time, duration, and credits billed for the run
• A detailed message, often including diagnoses, summaries, or actions taken

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Other Event Types

There are other types of events you should be aware of:

• Entity Created: When a new entity (i.e ticket, project etc.) is created in the PSA.
• Entity Updated: When an existing entity in your PSA is modified
• Workflow Trigger Requested: When a Neo workflow triggers another workflow directly with the Trigger or Schedule Workflow tool. This hand-off is matched on the target workflow’s ID alone — it skips the target’s configured trigger event and its Filter Ticket conditions, so the target can run even when a PSA event would not have matched it.

Everytime one of these events happen, you can see whether each event led to a workflow kicking off on Neo’s side. This is especially useful if you are confused as to why a specific workflow didn’t run in response to something happening in the PSA. To understand why a specific workflow was kicked off or not in response to an event, you can click on the eye icon next to the Triggered text (see screenshot above). You will then be able to clearly see the exact reason why a workflow kicked off or did not.

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Filtering

Filters live in the URL, so a filtered view can be bookmarked or sent to a colleague.

• Agent: one agent’s runs. The history icon on an agent’s row opens this view, and Run now appears once an agent is picked.
• Status: the default set hides filter mismatches; pick statuses to narrow further, or tick Filter mismatch to see them.
• Ticket number / ID: runs and events for one ticket. Digits are read as the PSA’s ticket id; a value with letters, such as T20260904.0009 or INC0010530, as the ticket number.
• Run ID: one run.
• Started before: rows that started before a date and time.
• Include PSA events: for the ticket you filtered to, also show its ticket created, ticket updated and trigger requested rows, with the Event and Triggered / Processed columns. Click Triggered by a PSA event under a run id to get there in one step.
• Local / UTC: the time zone every timestamp is shown in.

Click Apply to update the results, Clear to start over, and Load older executions at the bottom for the next page.

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Understanding the Columns

The Executions table displays the following columns:

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Run ID

A unique identifier for the event.

• For Workflow Execution events, this is the Temporal Run ID
• For Entity Created / Entity Updated events, this is the Callback ID

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Event Type

Indicates the type of event:

• Workflow Execution
• Entity Created
• Entity Updated
• Workflow Trigger Requested

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Workflow

For Workflow Execution events, this column shows the Name and ID of the workflow that was executed.

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Ticket

Displays the Ticket Number and/or internal ID of the PSA entity associated with the event. (Note: While labeled “Ticket”, this can apply to other entities like Projects or Opportunities if they trigger workflows).

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Status

The outcome or current state of the event processing:

• SUCCESS: The workflow executed successfully, or the entity event was processed successfully (and may have triggered workflows)
• FAILURE: The workflow encountered an error during execution, or Neo failed to process the entity event. A run that was stopped part-way through also lands here — see the note under Workflow Execution on why partly-completed work is still reported as a failure
• SKIPPED: The workflow was intentionally skipped (e.g., conditions not met, “Run only once” constraint, or scheduling restrictions). For entity events, it might mean the callback was superseded by a more recent one or did not match any workflow triggers
• RUNNING: The workflow is currently in progress, or Neo is actively processing the entity event
• CANCELLED: Someone stopped the run while it was in progress. Stopping is not immediate, but nothing new starts: an agent stops before its next action, so only what it is already doing finishes first. A workflow built from a fixed list of actions stops at the end of the action running now, which can take longer
• Awaiting approval: The run is paused waiting for a technician to respond to an approval request. Once someone responds, a continuation run finishes the work
• Waiting for script: The run is paused until an RMM script finishes on the device; a continuation run then picks up the result
• Resumed: This run paused (for an approval or a script) and a later run already continued it — nothing is stuck. You’ll see this on the individual runs inside an expanded group
• Awaiting directive: The run is paused mid-way through an iteration session, holding a tool’s result back until you tell it what to do next
• Superseded: The run was one leg of an iteration session that carried on in a different run — because your directive resumed it, you restarted the attempt, or the session ended while it was paused. It is not a cancellation and not a failure: the steps it took and the credits it billed are real, and the message column says which directive moved things on. A session with several checkpoints will leave one of these per checkpoint; untick Superseded in the Status filter to collapse the list down to the runs that finished

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Runs the platform stopped

A run can be stopped from outside by the platform itself — most often because it reached the time limit for a single run, but also if the machine executing it was replaced mid-run. In those cases the run has no chance to record its own outcome. Neo now recovers the outcome for you. Within a day or so, such a run stops showing Running and takes its real final status:

• Failed, when the run was stopped before it finished. The message says the run never recorded an outcome of its own, and you can retry it from the row.
• Success, when the run had in fact completed and only the final record was lost.
• Could not confirm, shown as Failed with a message saying so, for very old runs whose record is no longer available to check.

Until the outcome is recovered, a run in this state shows Running, and cancelling it returns an error saying it is no longer running. That error is correct — the run had already stopped. Once the status is recovered, both the display and the Retry action work normally again.

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Entity events Neo could not process

An Entity Created or Entity Updated event can fail before Neo matches it to any workflow. The usual causes are a PSA that does not answer in time, a deleted ticket, or a PSA API rate limit exhausted during a busy period. These events show FAILURE, with the reason in the message column — for example Autotask API hourly rate limit exceeded. They used to show RUNNING and stay there. No workflow ran for that event, and Neo does not retry it. Read the reason, then trigger the agent manually from its page if you still need the work done. Rate-limit errors are also reported in your Neo Inbox. Events from before this shipped keep their old RUNNING display.

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Grouped runs (approvals and script waits)

When a run pauses for a technician approval or an RMM script, the continuation is technically a separate run. Executions shows the whole thing as one row: the row carries the latest status, the start time of the first run, the combined runtime (with the waiting time shown separately, e.g. + 3h 12m waiting for approval), and the total credits. A “N runs” badge with an expand arrow reveals the individual runs — each keeps its own Run ID, status, steps, and actions. Runs from before this feature shipped aren’t grouped and keep their historical PAUSED label.

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Started At (UTC)

The timestamp (in UTC by default, but can be adjusted with the timezone selector) when the event began.

• For Workflow Execution events, this is when the workflow execution started
• For Entity Created / Entity Updated events, this is typically the created_in_psa_at timestamp, meaning when the change actually occurred in your PSA

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Duration

For Workflow Execution events, this shows how long the workflow took to complete.

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Credits

For Workflow Execution events, this shows the number of credits billed for that individual run. This makes the cost of each execution transparent — it’s especially useful for scheduled (ticketless) agents, where a run’s cost isn’t tied to a single ticket and would otherwise be hard to attribute. Entity events (Entity Created / Entity Updated / Workflow Trigger Requested) don’t consume credits, so this column is blank for them.

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Triggered Workflows

For Entity Created / Entity Updated events, this column lists the IDs of any workflows that were started as a result of this entity event.

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Processed Updates

For Entity Created / Entity Updated events, clicking the icon in this column opens a modal displaying the Processed Audit Trail. These are the specific changes from your PSA’s audit trail that Neo analyzed to determine if any workflow trigger conditions were met.

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Message/Error

Provides a summary or detailed information about the event: Workflow Execution events only: This column shows the primary output message from the workflow (such as a diagnosis, summary, or confirmation of actions taken), or an error message if the workflow failed.

Note: Message/Error is currently populated only for Workflow Execution events. Entity Created and Entity Updated events do not display messages in this column.

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”This run made no tool calls” notice

An agent changes your PSA, RMM or Microsoft 365 tenant only by calling a tool, and Neo records every tool call as a step on the run. When a run records no tool calls but its message still reports a completed change — a status change, a note, a logged time entry, a sent message — Neo appends a short system notice to the end of the message:

System note from Neo: this run made no tool calls, so it changed nothing in any connected system. Any action described above as completed was not carried out by this run — it is context carried over from earlier activity. Please verify the ticket before relying on it.

This happens when an agent re-tells work from an earlier run on the same ticket as if it were its own. The notice is added, never substituted: the agent’s own message is left exactly as written, so a mandated report format keeps every part of it. A run that reports no action (“reviewed, no changes needed”) never gets the notice, and neither does a run that called at least one tool. If you see the notice, treat the actions listed above it as unconfirmed and check the ticket itself.

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Execution Log

Steps on a run’s row opens its Execution Log: its own page, at /executions/<run id>, so you can bookmark a run, share the link with a colleague, or open several runs in tabs. The Open run link in the Audit Log and the per-subagent link in a fan-out land on the same page. The page reads the run as a story rather than a flat list of rows:

• The header names the agent and the ticket, with the run’s status, how long it took, how many actions it made and how many of them failed.
• Each of the agent’s reasoning steps is a heading. Click it to read the full reasoning summary.
• Under each heading, one line per action: the tool the agent used, what came back, and how long the call took. A failed call is red. Click a line for the exact arguments and the full result, with the tool’s internal name and a copy button.
• The run ends with its outcome: the agent’s own verdict on how far it got (resolved, partially resolved, stopped for missing tools), the reason when it fell short, and the message it wrote.

The search icon filters the run by any word in a heading, an action’s arguments or its result. The ⋯ menu switches between local and UTC times, downloads the run as JSON, and copies the run id. Super admins can also show the run’s inputs there: the user message and the model configuration. For runs you start yourself (Run Now or an iteration session), Neo’s reasoning streams onto the page live: the current heading shimmers while the summary grows, an action waiting for its result pulses, and the page follows the newest line. Scheduled and trigger-driven runs record the same steps, but each reasoning step appears once it completes.