Choosing which JAMS actions your team can take
When a JAMS job fails, recipients are offered the remediation actions that fit the failed job: Restart, Continue, Retry and Cancel, depending on whether the job is standalone or sits in a Sequence or a Workflow. By default all of them are offered.
An Admin can switch individual actions off for a JAMS Connection. For example, many teams never want a Sequence or a Workflow cancelled from somebody's phone at 3 a.m.
Change which actions are offered
- Go to /integrations/jams and click Edit on the Connection.
- Find Actions recipients can take. All six boxes are ticked by default.
- Untick the actions you don't want offered:
- Restart job: re-run a standalone job, or a failed step in a Sequence
- Retry step in workflow: re-run the failed step inside a Workflow
- Continue sequence / workflow: move the container on past the failed step
- Cancel job: cancel the failed job itself
- Cancel sequence: cancel the whole parent Sequence
- Cancel workflow: cancel the whole parent Workflow
- Click Save. The change takes effect immediately.
Only Admins see this setting. It's set per Connection, so a production Connection can be stricter than a development one.
What recipients see
- An unticked action disappears from the alert on every channel: voice, SMS, WhatsApp, Teams, Slack and push. The remaining choices are numbered 1, 2, 3 with no gaps.
- Acknowledge is always offered. With every box unticked, recipients can take ownership of the alert, but the job is left for someone to fix in JAMS.
- You don't need to change anything in JAMS. The Notification Job snippet stays as it is.
Only the actions that fit the failed job ever appear. Retry, for example, only exists for a job inside a Workflow, so it won't show for a standalone job even when it's ticked.
If you switch an action off while an alert is already out
The alert that was already sent still lists the action. If someone chooses it:
- The action is refused and does not run. They hear or read "That action has been disabled for this alert by your administrator."
- They're offered what's still allowed. On a call, the menu is read again without the refused action and the call keeps listening. An SMS or WhatsApp reply lists the digits they can still send.
- The alert stays open until someone acknowledges it or it escalates.
- The refusal is recorded in the audit log, with who tried it and how.
On an alert that was already sent, the remaining choices keep their original numbers, so the menu may skip one. For example, "1 = Acknowledge, 3 = Continue". That keeps a reply digit meaning exactly what the original message said.
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| An action you expected isn't in the menu | It's switched off on the Connection, or it doesn't apply to where the job sits | Check Actions recipients can take on the Connection. Retry only exists inside a Workflow; Continue and the container cancels only exist inside a Sequence or Workflow. |
| "That action has been disabled by your administrator" | The action was switched off after the alert was sent | Choose one of the actions offered again, or acknowledge. |
| You can't see Actions recipients can take | You're not an Admin | Ask an Admin on your account to change it. |
What's next
- JAMS Scheduler: setting up a Connection, the Notification Job, and the remediation Agent
- Voice Acknowledgement: exactly what callers hear and how to respond