use-cases.exe
11 Real Scenarios
See Rallied Work
From a 90-second password reset to a vague ticket with no runbook. Each scenario shows exactly what Rallied does, step by step, across your real stack — no workflows to build, no policies to define.
Other "AI" automation tools
- Define a trigger for each request type
- Map every field to every action
- Write conditional logic (if/then/else)
- Build approval routing rules per policy
- Test the workflow. Debug the workflow.
- Repeat for every new request type, forever
Rallied
- Connect your stack
- Rallied reads your ticket history
- It learns how you handle each request type
- It starts resolving tickets the same week
No runbooks. No Jinja. No workflow builder. Rallied learns how your MSP works.
01
Password Reset
MLG-2847
hey im locked out of my email again can someone help
hey im locked out of my email again can someone help
— Susan Smith (susan.smith@meridianlaw.com), 1 min agoActivity
Rallied Internal Note
Matched sender to susan.smith@meridianlaw.com in M365. Account status: locked after 5 failed sign-in attempts. Unlocking account and resetting password. just now
Matched sender to susan.smith@meridianlaw.com in M365. Account status: locked after 5 failed sign-in attempts. Unlocking account and resetting password. just now
Rallied
Hey Susan — your account was locked after a few failed login attempts. I've unlocked it and sent you a temporary password via DM. You'll be prompted to set a new one on your next login. Let me know if you need anything else. just now · 90 seconds total
Hey Susan — your account was locked after a few failed login attempts. I've unlocked it and sent you a temporary password via DM. You'll be prompted to set a new one on your next login. Let me know if you need anything else. just now · 90 seconds total
02
MFA Re-Enrollment
APEX-1204
Got a new phone — can't get past the MFA prompt
Got a new phone over the weekend and now I can't get past the MFA prompt for my email. It keeps asking for a code from my old phone which I already wiped.
— Brian Garcia (bgarcia@apexmfg.com), via Slack → Halp, 2 min agoActivity
Rallied Internal Note
Identified bgarcia@apexmfg.com. Primary IdP: Okta. Found 1 enrolled factor — Okta Verify on old device. Resetting MFA factors to allow re-enrollment. just now
Identified bgarcia@apexmfg.com. Primary IdP: Okta. Found 1 enrolled factor — Okta Verify on old device. Resetting MFA factors to allow re-enrollment. just now
Rallied
Hey Brian — I've cleared your old MFA registration. Next time you log in, you'll be walked through setting up Okta Verify on your new phone. Here's a quick guide: [enrollment walkthrough link]. Let me know if you hit any issues. just now
Hey Brian — I've cleared your old MFA registration. Next time you log in, you'll be walked through setting up Okta Verify on your new phone. Here's a quick guide: [enrollment walkthrough link]. Let me know if you hit any issues. just now
03
Knowledge Lookup
04
Shared Mailbox Access — With Approval
APEX-1210
I need access to the invoices shared mailbox
I need access to the invoices@apexmfg.com mailbox — my manager Diane approved it. Can you set that up for me?
— Ryan Park (rpark@apexmfg.com), via Email, 4 min agoActivity
Rallied Internal Note
Identified invoices@apexmfg.com as a shared mailbox in M365. Mailbox delegation requires approval. Looking up Ryan Park's manager in Okta… found Diane Chen. Sending approval request. just now
Identified invoices@apexmfg.com as a shared mailbox in M365. Mailbox delegation requires approval. Looking up Ryan Park's manager in Okta… found Diane Chen. Sending approval request. just now
Rallied Approval Request
@Diane Chen — Ryan Park is requesting Full Access + Send As on invoices@apexmfg.com. Please approve or deny. just now
@Diane Chen — Ryan Park is requesting Full Access + Send As on invoices@apexmfg.com. Please approve or deny. just now
Diane Chen Approved
Approved. 2 min later
Approved. 2 min later
Rallied
You're all set, Ryan — the invoices mailbox should appear in Outlook within about 30 minutes, or you can add it manually. Approved by Diane Chen. just now
You're all set, Ryan — the invoices mailbox should appear in Outlook within about 30 minutes, or you can add it manually. Approved by Diane Chen. just now
05
Slow Computer Diagnosis
MLG-2853
My laptop has been really slow the past few days
My laptop has been really slow the past few days, it takes forever to open anything. Outlook takes like 2 minutes to load. Help?
— Kevin Williams (kwilliams@meridianlaw.com), via JSM Portal, 5 min agoActivity
Rallied Internal Note
Matched to device DESKTOP-ML4821 in NinjaOne. Pulling diagnostics…
• CPU: 15% avg (normal)
• RAM: 14.8 / 16 GB (high)
• Disk: 92% full (critical)
• Last reboot: 22 days ago
• Pending updates: 3 (incl. cumulative) just now
Matched to device DESKTOP-ML4821 in NinjaOne. Pulling diagnostics…
• CPU: 15% avg (normal)
• RAM: 14.8 / 16 GB (high)
• Disk: 92% full (critical)
• Last reboot: 22 days ago
• Pending updates: 3 (incl. cumulative) just now
Rallied
Hey Kevin — I checked your machine and found a few things: your disk is 92% full and it hasn't been restarted in 22 days. I can run a cleanup to free up space (usually recovers 5–10 GB). After that, I'd recommend a restart to apply pending updates. Want me to go ahead? just now
Hey Kevin — I checked your machine and found a few things: your disk is 92% full and it hasn't been restarted in 22 days. I can run a cleanup to free up space (usually recovers 5–10 GB). After that, I'd recommend a restart to apply pending updates. Want me to go ahead? just now
Kevin Williams
yes please! 1 min later
yes please! 1 min later
Rallied
Cleanup complete — freed up 9.1 GB. You're at 79% now. Please restart when you get a chance to apply the pending updates. That should clear up the slowness. Let me know if it persists after the restart. just now · script ran via NinjaOne
Cleanup complete — freed up 9.1 GB. You're at 79% now. Please restart when you get a chance to apply the pending updates. That should clear up the slowness. Let me know if it persists after the restart. just now · script ran via NinjaOne
06
Software Access — No SCIM (Adobe)
GFS-0391
I need Adobe Creative Cloud for a project next week
I need Adobe Creative Cloud for a design project I'm starting next week. Is that something you can set up?
— Patrick Kim (pkim@greenfieldschools.org), via Email, 6 min agoActivity
Rallied Internal Note
Adobe has no SCIM/API for provisioning. Using browser agent to access Adobe Admin Console. Current license usage: 15/20 seats (5 available). License assignment requires approval. Sending request. just now
Adobe has no SCIM/API for provisioning. Using browser agent to access Adobe Admin Console. Current license usage: 15/20 seats (5 available). License assignment requires approval. Sending request. just now
Rallied Approval Request
Requesting approval to assign Adobe Creative Cloud license to pkim@greenfieldschools.org (5 of 20 seats remaining). just now
Requesting approval to assign Adobe Creative Cloud license to pkim@greenfieldschools.org (5 of 20 seats remaining). just now
IT Contact Approved
Go ahead. 10 min later
Go ahead. 10 min later
Rallied
Adobe Creative Cloud has been licensed and installed on your machine. You should see it in your Start menu. Sign in with your work email. Let me know if you need anything else. just now · browser agent + NinjaOne deploy
Adobe Creative Cloud has been licensed and installed on your machine. You should see it in your Start menu. Sign in with your work email. Let me know if you need anything else. just now · browser agent + NinjaOne deploy
07
Employee Onboarding
APEX-1215
New hire starting Monday — Taylor Lee, Marketing Coordinator
New Hire Request
| Full Name | Taylor Lee |
| Title | Marketing Coordinator |
| Department | Marketing |
| Start Date | Monday, Feb 24 |
| Work Model | Hybrid — Dallas office |
| Personal Email | taylorlee@gmail.com |
| Software | Adobe Creative Cloud |
Activity
Rallied Internal Note
Parsed request: New hire Taylor Lee, Marketing Coordinator, hybrid/Dallas, needs Adobe CC. New user provisioning requires approval. Sending approval request. just now
Parsed request: New hire Taylor Lee, Marketing Coordinator, hybrid/Dallas, needs Adobe CC. New user provisioning requires approval. Sending approval request. just now
IT Contact Approved
Go ahead. 5 min later
Go ahead. 5 min later
Rallied Internal Note
Executing onboarding playbook for Apex Manufacturing:
✓ Okta: Created tlee@apexmfg.com, assigned to all-staff, marketing, dallas-office
✓ Google Workspace: Account provisioned via Okta sync, added to marketing-all
✓ Microsoft 365: Licensed M365 Business Standard, mailbox configured
✓ Adobe: Creative Cloud license assigned via browser agent (16/20 seats)
✓ NinjaOne: Tagged LAPTOP-0091, deploying standard stack + Adobe CC
just now
Executing onboarding playbook for Apex Manufacturing:
✓ Okta: Created tlee@apexmfg.com, assigned to all-staff, marketing, dallas-office
✓ Google Workspace: Account provisioned via Okta sync, added to marketing-all
✓ Microsoft 365: Licensed M365 Business Standard, mailbox configured
✓ Adobe: Creative Cloud license assigned via browser agent (16/20 seats)
✓ NinjaOne: Tagged LAPTOP-0091, deploying standard stack + Adobe CC
just now
Rallied
Taylor Lee's onboarding is complete. All accounts created, laptop configured, licenses assigned. Temporary credentials sent to taylorlee@gmail.com. Welcome message posted to #apex-it-support. just now · 6 systems provisioned
Taylor Lee's onboarding is complete. All accounts created, laptop configured, licenses assigned. Temporary credentials sent to taylorlee@gmail.com. Welcome message posted to #apex-it-support. just now · 6 systems provisioned
08
VPN Breaking Cloud Apps
MLG-2861
Can't open files in Google Drive or SharePoint since yesterday
I can't open any files in Google Drive or SharePoint since yesterday. Everything just spins and eventually times out. Other websites work fine. Really need this fixed, I have briefs due tomorrow.
— James Smith (jsmith@meridianlaw.com), via JSM Portal, 8 min agoActivity
Rallied Internal Note
Gathering context from multiple tools simultaneously…
NinjaOne (DESKTOP-ML4821): Network OK, browser OK, disk/CPU/RAM normal. New software: Cisco AnyConnect VPN installed yesterday.
Google Workspace: Last successful Drive access 2 days ago. Account active, no issues.
Microsoft 365: SharePoint healthy. Last access 2 days ago.
Okta: SSO tokens valid. Authentication normal. just now
Gathering context from multiple tools simultaneously…
NinjaOne (DESKTOP-ML4821): Network OK, browser OK, disk/CPU/RAM normal. New software: Cisco AnyConnect VPN installed yesterday.
Google Workspace: Last successful Drive access 2 days ago. Account active, no issues.
Microsoft 365: SharePoint healthy. Last access 2 days ago.
Okta: SSO tokens valid. Authentication normal. just now
Rallied Internal Note
Root cause identified: New VPN client installed yesterday + Drive/SharePoint broke yesterday + other sites work fine = VPN is tunneling Google/Microsoft traffic instead of split tunneling. Need to update VPN config to exclude cloud endpoints. just now
Root cause identified: New VPN client installed yesterday + Drive/SharePoint broke yesterday + other sites work fine = VPN is tunneling Google/Microsoft traffic instead of split tunneling. Need to update VPN config to exclude cloud endpoints. just now
Rallied
Hey James — I think I found it. A new VPN client was installed on your machine yesterday, and it's routing your Google and Microsoft traffic through the tunnel instead of going direct. I can push a config update to fix this — takes about 2 minutes and won't disrupt your other work. Want me to go ahead? just now
Hey James — I think I found it. A new VPN client was installed on your machine yesterday, and it's routing your Google and Microsoft traffic through the tunnel instead of going direct. I can push a config update to fix this — takes about 2 minutes and won't disrupt your other work. Want me to go ahead? just now
James Smith
yes!! please fix it asap 1 min later
yes!! please fix it asap 1 min later
Rallied
Fixed — deployed split tunnel config update via NinjaOne. Google Drive and SharePoint should work now. Please try loading a file and let me know. just now · 4 tools queried, root cause in 45 seconds
Fixed — deployed split tunnel config update via NinjaOne. Google Drive and SharePoint should work now. Please try loading a file and let me know. just now · 4 tools queried, root cause in 45 seconds
09
Software Request — Approval Routing
Zero Config
No approval policy was ever configured for Adobe requests. Rallied figured out the approval chain by reading previous tickets.
APEX-1228
Can I get Adobe Illustrator? I need it for the trade show materials.
Can I get Adobe Illustrator? I need it for the trade show materials next month. Thanks!
— Maria Gonzalez (mgonzalez@apexmfg.com), via JSM Portal, 3 min agoActivity
Rallied Internal Note
No approval policy defined for Adobe CC requests. Checking previous requests…
Found 4 past Adobe CC tickets:
• APEX-1108 — approved by dept head (Tom Chen)
• APEX-1134 — approved by dept head (Lisa Park)
• APEX-1167 — approved by dept head (Tom Chen)
• APEX-1201 — approved by dept head (Diane Chen)
Pattern: all Adobe CC requests were approved by the requester's department head. Maria Gonzalez reports to David Kim (Marketing Director). Routing approval to David Kim. just now
No approval policy defined for Adobe CC requests. Checking previous requests…
Found 4 past Adobe CC tickets:
• APEX-1108 — approved by dept head (Tom Chen)
• APEX-1134 — approved by dept head (Lisa Park)
• APEX-1167 — approved by dept head (Tom Chen)
• APEX-1201 — approved by dept head (Diane Chen)
Pattern: all Adobe CC requests were approved by the requester's department head. Maria Gonzalez reports to David Kim (Marketing Director). Routing approval to David Kim. just now
Rallied Approval Request
@David Kim — Maria Gonzalez is requesting an Adobe Creative Cloud license for trade show materials. 3 of 20 seats remaining. Approve? just now
@David Kim — Maria Gonzalez is requesting an Adobe Creative Cloud license for trade show materials. 3 of 20 seats remaining. Approve? just now
David Kim Approved
Yes, go ahead. 8 min later
Yes, go ahead. 8 min later
Rallied
Done, Maria — Adobe Creative Cloud is licensed to your account and deploying to your laptop now via NinjaOne. Should be in your Start menu in about 10 minutes. Sign in with your work email. just now · browser agent + NinjaOne deploy
Done, Maria — Adobe Creative Cloud is licensed to your account and deploying to your laptop now via NinjaOne. Should be in your Start menu in about 10 minutes. Sign in with your work email. just now · browser agent + NinjaOne deploy
10
Ticket Pattern Detection
Proactive
Nobody asked Rallied to investigate. It noticed a pattern across incoming tickets and acted on its own.
PROACTIVE
Rallied detected a pattern: 4 Outlook sync failures at Meridian Law in 25 minutes
This alert was generated proactively by Rallied — no human requested it.
— Rallied (automated), just nowActivity
Rallied Pattern Detected
4 tickets opened at Meridian Law Group in the last 25 minutes, all reporting Outlook not syncing:
• MLG-2870 — Susan Smith: "email stopped syncing"
• MLG-2871 — Kevin Williams: "outlook won't refresh"
• MLG-2872 — James Smith: "no new email since 10am"
• MLG-2873 — Diane Palmer: "outlook keeps saying disconnected"
This looks like a client-wide issue, not 4 individual tickets. Investigating. just now
4 tickets opened at Meridian Law Group in the last 25 minutes, all reporting Outlook not syncing:
• MLG-2870 — Susan Smith: "email stopped syncing"
• MLG-2871 — Kevin Williams: "outlook won't refresh"
• MLG-2872 — James Smith: "no new email since 10am"
• MLG-2873 — Diane Palmer: "outlook keeps saying disconnected"
This looks like a client-wide issue, not 4 individual tickets. Investigating. just now
Rallied Internal Note
Checked M365 service health for meridianlaw.com tenant — found active incident EX498271: "Users may be unable to access Exchange Online mailboxes." Microsoft ETA for resolution: 2 hours.
Linking all 4 tickets to parent incident. Sending status update to affected users. just now
Checked M365 service health for meridianlaw.com tenant — found active incident EX498271: "Users may be unable to access Exchange Online mailboxes." Microsoft ETA for resolution: 2 hours.
Linking all 4 tickets to parent incident. Sending status update to affected users. just now
Rallied
Posted to #meridian-it-support:
"Heads up — Microsoft is experiencing an Exchange Online issue affecting email sync for Meridian Law Group. Microsoft is aware and estimates a fix within 2 hours. I've updated all open tickets. No action needed from your side — I'll follow up when it's resolved." just now
Posted to #meridian-it-support:
"Heads up — Microsoft is experiencing an Exchange Online issue affecting email sync for Meridian Law Group. Microsoft is aware and estimates a fix within 2 hours. I've updated all open tickets. No action needed from your side — I'll follow up when it's resolved." just now
Rallied Internal Note
Holding all 4 tickets open. Will auto-resolve and notify users when Microsoft marks EX498271 as resolved. Any new Meridian Outlook tickets in the next 2 hours will be auto-linked to this incident. just now · 4 tickets correlated, 0 tech time
Holding all 4 tickets open. Will auto-resolve and notify users when Microsoft marks EX498271 as resolved. Any new Meridian Outlook tickets in the next 2 hours will be auto-linked to this incident. just now · 4 tickets correlated, 0 tech time
11
Vague Request — No Runbook
Zero Config
No runbook exists for this request. Rallied figured out what to do from 18 months of ticket history.
GFS-0412
printers not working again
printers not working again in building B. Can someone come look at it?
— Rachel Torres (rtorres@greenfieldschools.org), via Email, 5 min agoActivity
Rallied Internal Note
Vague request: "printers not working again in building B." No specific printer, no error description. Checking context…
Ticket history: Found 14 previous printer tickets for Greenfield Schools building B. 11 of 14 involved the Printix print server going offline. Last occurrence: GFS-0389, 3 weeks ago, resolved by Casey Lackey by restarting the Printix service on GFS-PRINTSVR-02.
IT Glue: Pulled article "Greenfield — Building B Print Infrastructure." Print server: GFS-PRINTSVR-02. Covers HP LaserJet fleet on 2nd and 3rd floors.
NinjaOne: Checked GFS-PRINTSVR-02 — Printix Print Service status: Stopped. Last crash: 12 minutes ago. just now
Vague request: "printers not working again in building B." No specific printer, no error description. Checking context…
Ticket history: Found 14 previous printer tickets for Greenfield Schools building B. 11 of 14 involved the Printix print server going offline. Last occurrence: GFS-0389, 3 weeks ago, resolved by Casey Lackey by restarting the Printix service on GFS-PRINTSVR-02.
IT Glue: Pulled article "Greenfield — Building B Print Infrastructure." Print server: GFS-PRINTSVR-02. Covers HP LaserJet fleet on 2nd and 3rd floors.
NinjaOne: Checked GFS-PRINTSVR-02 — Printix Print Service status: Stopped. Last crash: 12 minutes ago. just now
Rallied Internal Note
Root cause matches the most common pattern for this client/location. Restarting Printix service on GFS-PRINTSVR-02 via NinjaOne. Categorizing as: Printing > Print Server > Service Crash (from past tickets, no runbook needed). just now
Root cause matches the most common pattern for this client/location. Restarting Printix service on GFS-PRINTSVR-02 via NinjaOne. Categorizing as: Printing > Print Server > Service Crash (from past tickets, no runbook needed). just now
Rallied
Hey Rachel — the print server for Building B had crashed. I've restarted it and all printers should be back online now. Can you try printing again? just now · 3 tools queried, resolved from ticket history pattern
Hey Rachel — the print server for Building B had crashed. I've restarted it and all printers should be back online now. Can you try printing again? just now · 3 tools queried, resolved from ticket history pattern
See It Live
Book a 30-minute call. We'll run through the scenarios that match your stack and show you exactly how Rallied handles them.