Create and manage playbooks
This feature documentation is part of an Early Access Program (EAP) release and is made available for preview. It may not be fully stable and could be subject to changes. Use at your own discretion.
A playbook helps you standardize processes and make things run more smoothly. By providing clear steps and instructions, it keeps everyone on the same page for consistent results. It can also include automation rules to speed up workflows, helping teams solve issues more efficiently.
プレイブックを作成/管理するには、プロジェクト管理者の権限が必要です。
Create a playbook
Go to Project settings > Playbooks.
Click the Create playbook button.
Edit a playbook
Go to Project settings > Playbooks
Select the in the playbook list to open it in the edit view.
Delete a playbook
Go to Project settings > Playbooks
Select the playbook and click Delete from the …. menu.
Add steps to a playbook
Steps are essential for creating a playbook, as they provide procedures to follow in stressful situations. They help agents to take action based on the specific situation when dealing with an issue. Here, we’ve outlined the different details of the steps you can add and what they mean. Steps are of two types:
Instructional: Provides detailed information on how to perform the step. The agent must follow the instructions as outlined in these steps.
Automation rule: Resolve steps that require minimum human effort. The agent can start the automation rule by giving the necessary inputs.
What happens when you select an automation rule for a step
If you choose the automation rule, you will see a list of manual regulations available. If you want to create a new automation rule
In the drop-down menu, click on the Create rule.
Navigate to Project Settings > Automation.
In the playbook, go to the Add playbook step section, and provide the following details:
Name of step: The name of the step that you want to trigger
Step type: You can select the step to be Instructional or Automation rule. If you select automation rule, then you need to select an already existing automation rule. Only rules with manual trigger for issues are available here.
Description: A detailed description is needed to help agents understand the steps and how they should perform the action. It can include text as well as links
Select Add another step to add more steps to the playbooks, or use the + icon.
After creating all the steps, click Save playbook.
Duplicate a playbook step
Open the step you want to duplicate and click <duplicate>.
Delete a playbook step
Go to the step you want to delete and click <duplicate>.
Click Save playbook to permanently delete the step. The step won’t be deleted if the playbook isn’t saved.
Set execution output for a playbook
With execution output, you can set up the message to be sent after a step is completed and choose which results from the rule execution to highlight in the message.
Log message
Based on the automation rule's setup, each step run generates an output.The rule must include a component labeled "Log an output to playbook" to display the result.
For example, the smart values of the reporter to show who has executed the playbook step:
{{reporter.displayName}}
Key-value pairs
By utilizing multiple elements within a single rule, you can create more detailed outputs. The administrator can adjust the manual rules to control the format and timing of these outputs.
When the action is executed, you can include key-value pairs in the JSON message sent to the Playbook step's execution output. You can add up to 10 key-value pairs to an action.
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