Share your Playbooks ideas and earn an exclusive Kudos badge!

[#1]

Hi Community,

We’re on the hunt for real-world Playbooks ideas from Jira Service Management customers. As a reward for your participation, we’re granting contributors with an exclusive Community Kudos badge: Playbooks Guru

Share how you’re using Playbooks to streamline work, improve collaboration, or solve tricky service management challenges. Your ideas can help inspire other teams across the Atlassian Community!

What are Playbooks?

Playbooks in Jira Service Management are step‑by‑step, actionable guides powered by automation and curated by admins. They appear directly in your work items to walk agents and responders through the right next steps, ensuring responses are consistent, efficient, and auditable. You can use Playbooks to bring your runbooks, how‑tos, and SOPs right into the context of the work item.

If you're more of a Loom-person than a Community-post person, check out this video where @Samruddhi Zagade, Product Manager at Atlassian, walks through what Playbooks are and how they can help streamline your workflows in Jira Service Management.

Playbooks are available on Premium and Enterprise edition.

How to participate in the challenge?

Here's your Playbook to earn a Kudos badge:

1. Share about your Playbooks use cases using any of the following channels 

• Comment on this Community post 
  
  • Include:
    • The problem it solves
    • Who is involved (e.g., IT, Operations, HR)
    • The steps or key phases in the Playbook
    • Any tips or learnings from using it
• Post a Loom or recording of your Playbook in action
  • Record a quick walkthrough of a recent Playbook you created in JSM.
  • Show how your team uses it and what outcomes you’ve seen.
  • Share the Loom or video link as a comment under this post.
• Share your Playbook idea on social media

  • Post on LinkedIn or X about how your team is using Playbooks in Jira Service Management.

  • Include a short description, screenshot, or video.

  • Drop the link to your social post in the comments below so we can find it and award your badge.

2. Let us know about it

Once you’ve shared using any of the methods above and added your details in the comments, our team will review and grant you the Playbooks Guru Kudos badge.

We can’t wait to see how you’re taking Playbooks to the next level!

If you have any feedback on certain feedback or enhancements you'd like to see in Playbooks, feel free to submit a JAC ticket and vote for existing requests.

For further support or questions, please book some time with Automation and Playbooks Product Managers in Jira Service Management, based on your availability using this link: https://calendar.app.google/FahhogE8rC2FAogD9

[Susan Waldrip]

Hmm, anyone else having a problem playing the video? At about 30 sec, it stops. Refreshing the page doesn't help.

[Tomislav Tobijas]

@Susan Waldrip yeah, the video or the renderer seems to be broken. @Jack Yu any chance the Loom team can check and fix this?

When it comes to Playbooks, the only shame thing is that it's not available for Standard plans. We are currently in a migration hypercare phase, where this could be beneficial, but I do have an internal JSM space in mind where I'm probably going to test this out and see if the service team will benefit from it 👀

[Jack Yu]

Hi @Susan Waldrip@Tomislav Tobijas - the video should now be fixed, please let us know if there are any further issues.

[Susan Waldrip]

Thanks @Jack Yu , the video works great now -- very helpful intro to Playbooks!

[Anahit Sukiasyan]

Sharing my Playbooks use case - for incident & hypercare support to keep responses consistent during high-pressure situations.

They guide agents through triage, troubleshooting, escalations, and communication, helping the whole IT team stay aligned and move faster, especially useful for newer agents. 🚀

[Martin Runge]

I've been contemplating a specific play for Service Teams to suit the high-volume IT support context. Priority is often subjective: one agent may mark a printer issue as P2 because the user yelled, while another may mark it P4 as an error. This inconsistency disrupts SLAs and workload balance. I aimed to create a play that clearly defines Impact and Urgency for the team.

Who is involved:

• IT Service Desk Agents (Level 1 & 2)

• Team Leads / Incident Managers

• Optional: somebody to represent the "user voice")

The steps or key phases in the Playbook: run this as a 60-minute workshop:

1. 5–7 anonymized tickets from the past month.

2. Blind voting gauges gut instincts without groupthink.

3. Debate identifies outliers and reasons, revealing gaps in the rules.

4. Make decisive rule updates

5. Create a Triage Cheat Sheet summarizing new rules.

Tips from working on it:

• The "Blind Vote" is essential first, identify the raw misalignment before engaging in discussion.

• Link it to JSM - This step immediately reviews our Jira Service Management settings to reflect the team agreements.

[Patricia Francezi_iDev_]

I wrote an article that may interest who comes to this post, to explore how ITIL incident models, runbooks, and playbooks connect with Jira Service Management Playbooks to guide and automate service work.
: https://community.atlassian.com/forums/Jira-Service-Management-articles/Bringing-ITIL-runbooks-and-playbooks-into-the-flow-of-work-with/ba-p/3253728

I hope I can also receive the badge! 

[Brita Moorus]

I have implementd two playbooks recently to one of our customers:

1. Employee Onboarding Playbook 👋

The problem it solves: onboarding tasks were handled by several teams, which made it easy to miss access, hardware, or ownership steps before the employee's first day.

Who is involved: HR, IT support, the hiring manager, team

Playbook steps:

• Confirm the employee’s start date, role, department, manager, location, and employment type
• Check which standard access package applies to the role
• Create the user account and email address
• Add the employee to the correct groups and systems
• Assign required software licences
• Order and prepare laptop, phone, accessories, and other equipment
• Configure device security and required applications
• Prepare office access, parking, desk, building permissions
• Share onboarding instructions with the employee and manager
• Book first week and first month meetings with relevant parties
• Verify that all accounts, licences, and hardware are ready before the start date
• Confirm

Main benefit: everyone follows the same process and ownership is clear, employee’s first day goes smoothly 😊

2. Employee Offboarding Playbook 🔐

I also implemented a structured offboarding process for the same company. This is especially useful because missed steps can create real security risks.

The problem it solves: offboarding involved several teams and systems, and there was no single view showing whether all access, equipment, and ownership transfers had aactually been completed.

Who is involved: HR, IT support, the employee’s manager and system owners

Playbook steps:

• Confirm the employee’s final working date and access termination time (whether it's a standard 30-day termination or immediate)
• Identify whether access should end immediately or at the end of the last working day
• Disable the main user account
• Remove the user from groups, applications, VPN, and privileged access
• Revoke tokens, access and external integrations
• Remove software licences
• Transfer ownership of files and shared resources
• Reassign open Jira work items
• Collect laptop, phone, access cards, keys, and other company equipment, if there is any
• Remove office and physical access
• Confirm whether email forwarding or an out-of-office message is required
• Complete final security and compliance checks
• Record confirmation from all responsible teams before closing the request

Main benefit: creating a clear audit trail to make sure access is removed, company data is transferred and equipment is returned without relying on someone’s memory.