Get started with 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.
What are playbooks?
Playbooks help you create comprehensive, step-by-step instructions and automated rules that guide your agents in resolving issues. They are similar to Standard Operating Procedures (SOPs) used to standardize and optimize your organizational processes. You can use playbooks to establish clear, actionable guides for your team that help them achieve consistent and effective issue resolution.
Components in a playbook
Automation rule step: Helps automate simple steps with a minimum human effort. Agents can start this rule after providing the required input.
Instructional step: Provides information about how to perform a step. You can also add links in instructions. Agents must follow the instructions as outlined in these steps.
Execution log: Shows a detailed log after a playbook step is run. Also, shows who performed the step.
Output: Generates an output that agents can easily review when a manual automation step is run. The playbook creator controls this output and decides which results to highlight.
Playbook details: Includes when, where, and how to use the playbook. This includes the playbook name, the teams involved, and the projects or issues that can trigger actions within the playbook.
View playbooks
To view a list of playbooks, go to Project settings > Playbooks.
Click a playbook to open it, or create a new playbook using the Create playbook button.
You must have organization admin permissions to view and access playbooks.
Playbook details
The playbook details helps you set when, where, and how to present the playbook to the agent. It covers the playbook's name, along with the projects and issues that can trigger actions.
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