What’s new for Automation and Playbooks - October 2025
Hi Community 👋
In this October roundup, we’re unveiling powerful new automation workflow controls, expanded third-party integrations, and a library of out-of-the-box Playbook templates designed to help teams work smarter and faster. Whether you’re looking to streamline incident response, automate routine IT and HR tasks, or leverage integrations with tools like Datadog, Jenkins, and Splunk, these enhancements make it easier than ever to orchestrate complex processes and drive better outcomes.
We’ll be hosting an AMA session on November 20 where we’ll discuss these enhancements, as well as answer all of your questions around Automation and Playbooks. In the meantime, read on to learn more about the latest updates!
Workflow controls
Delay until
The Delay Until feature enables you to pause your automation workflow for a set amount of time or until specific conditions are met, giving you precise control over when the next steps occur. With this feature, workflows can pause for up to 10 days to wait for tasks to be completed before moving forward.
In Jira Service Management, this capability can be used in both support and operations use cases. You can use "Delay Until" to pause a Help Desk workflow after a new request is created, waiting up to 5 days for the user to provide additional details—if the user responds sooner, the workflow resumes immediately. For incident management, "Delay Until" allows you to pause the workflow until automated remediation steps are completed and reviewed by your on-call team, ensuring critical actions are finished before moving forward and helping reduce incident resolution times.
To learn more about the Delay Until feature, check out this community post.
⭐️ Loop Until
The “Loop until” workflow control enables automation workflows in Jira Service Management to repeatedly execute a set of actions until specified conditions are met or a maximum number of attempts is reached, reducing the need for manual intervention when outcomes are not as expected. This advanced control allows admins to configure retry logic within workflows, supporting business-critical processes like incident management by ensuring actions are retried automatically based on customizable conditions and frequency.
Learn more about Loop in our product documentation.
How can you use Loop Until?
- IT Operations: In IT scenarios, this means being able to automatically retry running a script on a server or cloud environment if the initial response isn’t as expected, or to re-initiate the change approval process once the development team has provided the necessary details.
- HR: For HR service management, Loop Until can be used for retrying the addition of a new employee to Workday after a delay, or attempting to provision access via Okta again after required information is completed.
FAQ
Q: What is the maximum number of loops supported?
A: The maximum number of loops is not explicitly stated in the current documentation. However, configuration examples mention a maximum of 3 for the retry frequency. For the most up-to-date limits, refer to the official documentation or product updates.
Q: What is the purpose of conditions in the loop?
A: Conditions determine whether the components in the Loop block continue to execute. If the specified conditions are met, the loop continues; if not, execution stops. This is similar to While/Do-While loops in programming, where the loop continues as long as the condition is true.
Q: What is the structure of a condition?
A: Conditions in the Loop block are similar to trigger conditions and can include logic such as AND/OR. The structure is designed to be flexible, allowing for multiple conditions to be set as needed.
Q: What is the maximum number of conditions allowed in a loop?
A: The Loop component can contain up to 32 conditions, similar to other trigger conditions in the system.
Q: Is it mandatory to add at least one condition to a loop? What happens if no conditions are added?
A: Adding conditions is optional. If no conditions are specified, the system treats the condition as True, meaning the loop will execute as if the condition is always met.
Q: For a do-while loop, does the initial execution count toward the maximum loop count?
A: This detail is not explicitly answered in the current documentation. For precise behavior, please consult the latest product documentation or reach out to the product team.
Q: What are the current limitations around nesting loops and orchestration components?
A: Loop Until does not support nesting with itself. Though, you can certainly use:
- “Branch at the same time” and “Delay until” within “Loop”.
- “Loop” within “Branch at the same time”
⭐️ New third-party actions
Third-party connectors and actions in Jira Service Management enables teams to build end-to-end workflows with connectivity to external systems and data. In this update, we've added new actions to popular tools like Datadog, Jenkins, Entra ID, GCP, and Splunk:
Datadog
Integrate Datadog with Jira Service Management to fetch service details, monitor SLOs, retrieve metrics, and analyze logs directly within your workflows—enabling data-driven incident and operations management.
New actions:
- Get Datadog services: Get a list of all services in Datadog.
- Get Datadog service definition: Retrieve service definition from the Datadog Service Catalog, including metadata, team info, and configuration.
- Get Datadog SLO: Fetch all service level objectives (SLOs) defined in Datadog to track performance and reliability.
- Get Datadog SLO history: Retrieve historical data for Datadog SLOs to analyze trends and past performance.
- Get Datadog metrics: List all active Datadog metrics from a specified time until now.
- Get Datadog metric data: Get time-series data for a specific Datadog metric.
- Search Datadog logs: Search log entries from Datadog for analysis.
To learn more about the Datadog integration, visit the product documentation.
Jenkins
Connect Jenkins to Jira Service Management to trigger builds, monitor job and system health, and retrieve detailed build and user information—streamlining CI/CD and incident response workflows.
New actions:
-
Get Jenkins system information: Retrieve system health, jobs, and status for your Jenkins instance.
-
Get Jenkins job details: Get details for a Jenkins job, including build history and configuration.
-
Trigger Jenkins build: Start a new build for a Jenkins job.
-
Get Jenkins latest build information: Get information about the latest build for a Jenkins job.
-
Get Jenkins build queue: View the current Jenkins build queue and pending builds.
-
Get Jenkins build information: Retrieve details for a specific Jenkins build, including logs and artifacts.
-
Get Jenkins all jobs: List all Jenkins jobs with their names and status.
-
Get Jenkins user details: Get details about a specific Jenkins user.
-
Get Jenkins plugin information: Retrieve information about installed Jenkins plugins.
-
Get Jenkins all nodes information: Get details about all Jenkins nodes, including system resources.
-
Get Jenkins node information: Get details about a specific Jenkins node.
-
Get Jenkins view information: Get details about a specific Jenkins view to organize/filter jobs.
To learn more about the Jenkins integration, visit the product documentation.
Splunk (coming soon)
Leverage Splunk actions in Jira Service Management Automation to search logs, monitor system health, manage user accounts, and create alerts—enabling proactive monitoring and rapid incident investigation.
New actions:
- Get Splunk user details: Retrieve detailed information about a Splunk user.
- Run Splunk search: Run a Splunk search query and get a job ID.
- Get Splunk search results: Get results for a completed or running search job.
- Get Splunk system health: Retrieve system health metrics, including CPU, memory, and disk space.
- Create Splunk alert: Create an alert to monitor data and trigger notifications.
- Get Splunk search job status: Get the status and progress of a search job.
- Get Splunk dashboards: List all dashboards and views with metadata.
- Delete Splunk user account: Permanently delete a user account from Splunk.
- Create Splunk user account: Create a new user account with specified roles and permissions.
Entra ID
Connect Atlassian Automation with Entra ID to manage users and teams configured on Entra ID—enhancing Enterprise Service Management with seamless user data integration.
New actions:
- Get team details from Entra ID: Get detailed information about a specific team in Entra ID
- List teams joined by Entra ID user: Get a list of all the teams the Entra ID user is a member of.
- Remove user from a group in Entra ID: Remove a user from the specified group in Entra ID
- Delete user from Entra ID: Delete a user from Entra ID
- Get group count from Entra ID: Get the total number of Entra ID groups in the directory.
This is in addition to our previous actions on Entra ID. To learn more about all the actions with Entra ID integration, visit the product documentation.
For other recently added third-party actions, such as with Google Cloud Platform, refer to our previous community post.
⭐️ Out-of-the-box templates for Playbooks
We’re excited to introduce new, out-of-the-box Playbook templates in Jira Service Management to help teams easily automate common use cases. These customizable templates—spanning IT, Operations, and HR—enable admins to preview, import, and tailor Playbooks to their needs, streamlining setup and accelerating adoption for common workflows.
- Provision software license: Manage software license requests, from verifying user roles and eligibility to provisioning access, all through the automated steps.
- Manage stakeholder communications: Communicate incident status updates to stakeholders via Statuspage to make sure everyone stays informed.
- IT setup for new employee: Quickly set up a new employee’s account, from providing access and assigning tasks to other teams, to tracking progress.
- Manage change rollback: Deploy structured, reliable rollback of failed or high-risk changes in IT Ops or DevOps, which covers stakeholder communications, rollback execution, and post-action summary to reduce downtime and impact.
- Restart service with Azure runbook: Quickly resolve an incident by restarting a Cloud service or VM using Azure automation runbooks, guiding teams through log checks, stakeholder notifications, automated restart, and post-restart validation.
Take your automation strategy to the next level
Explore these new features today, share your feedback, and help us shape the future of automation and Playbooks in Jira Service Management—your insights drive our innovation! Here are a few ways to connect with us:
- Join our AMA session on November 20 @ 9AM PT and bring all of your burning questions around Automation and Playbooks in Jira Service Management.
- Book time with an Atlassian product expert for any specific questions or feedback using this link: https://calendar.app.google/FahhogE8rC2FAogD9
Was this helpful?
Thanks!
Jack Yu
2 comments