AMA: Automation and Playbooks in Jira Service Management

[#1]

Hi Community!

We are back again with another AMA session, this time with Senior Product Manager @Makarand Gomashe and Product Manager @Samruddhi Zagade

We are inviting you to ask us anything about automation and Playbooks in Jira Service Management. We’ll answer your questions LIVE at 9 am PST / 12 pm EST on Thursday, November 20th, 2025. Register here.

We’ll cover all Jira Service Management has to offer when it comes to automation and Playbooks. Feel free to ask about:

• Our vision and roadmap for automation / playbooks

• How to get started with automation and playbooks functionality in Jira Service Management

• And anything else you can come up with!

You don’t need to wait until November 20th; ask your questions in the comments below. We will make sure to answer them here and also cover the answers in the AMA on 11/20.

We hope to see you on the Zoom on November 20th!

[Milad S_]

Hi Jack,

Thanks for providing the opportunity. Are you considering offering AEDT time as well?

As for the question, I am not sure how best to mix workflow, automation, and playbooks in a use case where the agent needs to review the request and then trigger automation to take action (e.g., create/update an object, create another ticket, etc.). 

Currently, we use an automation triggered by workflow transitions: when a workflow transitions to a certain status, the automation kicks in and, at the end, adds comments and transitions to another status, depending on whether it was successful. This is like an agent handing over to Automation by changing the status. Is/will it be a benefit to adopt the playbook in this scenario? 

Also, we are training the agent so that you can update, comment or transition. Are we moving towards a future where we tell agents to follow the playbook, in which you may be asked to review, update, transition, add comments, or trigger automation? In this scenario, do you foresee a time when there is a separate playbook for each status that requires agent involvement?

Kind regards,

Milad