Get started with playbooks

Playbooks help you create comprehensive, step-by-step instructions and automated rules that guide your agents in resolving work items. 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 work item 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 work items that can trigger actions within the playbook.

View playbooks

1. From your service project, go to Project settings, then Playbooks.

2. Select a playbook to open it, or create a new playbook by selecting Create playbook.

3. To control the visibility of playbooks, go to Project settings > Features > Playbooks. By default, playbooks are visible.

You must have project 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 work items that can trigger actions.