AI Suggested Playbooks is now available in Open Beta!

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Hi Community

We’re excited to introduce AI Suggested Playbooks – a new Jira Service Management feature that analyzes your current work items and suggests relevant existing playbooks—helping agents quickly resolve issues with proven guidance, while ensuring suggestions (not automated actions) are tailored to your team’s real workflows. With AI Suggested Playbooks, agents see targeted playbook suggestions directly from the work they’re already handling—for example, major incident triage, recurring access requests, or onboarding and offboarding tasks.

AI Suggested Playbooks is now available in Open Beta (no opt‑in required) for Service Collection Premium and Enterprise customers.* Read on to learn more about the feature and how to get started.

*Not available for customers on release tracks or FedRAMP.

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How to use AI Suggested Playbooks

AI Suggested Playbooks is designed to work where agents already work—directly inside the Jira Service Management work item.

In the Playbooks section of a work item:

1. Click Suggest playbooks.

2. This opens a chat with the Rovo Ops agent.

Rovo will analyze the issue and return:

1. A primary suggested playbook

2. Additional relevant playbooks (when available)

3. A comparison table showing:

   • Summary of the playbook and it’s relevance for this work item

   • Past usage on similar work items

   • What each playbook does

AI Suggested Playbooks is now available in Open Beta (no opt-in required) for Service Collection Premium and Enterprise customers. As part of the Open Beta:

• Rovo suggests playbooks; it does not automatically run steps.
• You’ll see ongoing improvements to:
  • The quality and ranking of recommendations
  • How explanations and usage details are presented in the UI

Note: This feature is not available for FedRamp and HIPAA customers, and must not be used with Protected Health Information (PHI) or other HIPAA‑regulated data. As an admin, you can switch off this feature any time by disabling AI from admin hub.

Share your feedback

We’re actively iterating on AI Suggested Playbooks and would love your feedback on:

• The quality and relevance of suggested playbooks
• Which signals or explanations are most helpful to your agents
• What additional capabilities you’d like to see next

We’re excited to see how your teams use AI Suggested Playbooks as guided suggestions to standardize and accelerate incident and request resolution in Jira Service Management.

➡️ Share your feedback with us in the comments section below or from your Playbooks Home screen in JSM by completing a form. For any specific questions, you can book time with an Atlassian product expert using this link: https://calendar.app.google/FahhogE8rC2FAogD9