Is it possible to attach a playbook to a ticket based on a custom field in the request form?

[Connor Roche]

I am taking a look at the new playbooks feature. I can see that you can attach playbooks depending on Request Type, Issue Type, or Groups. However, I am wondering if you can be more granular with attaching them.

For example, we have Accounts/Permission Requests as a request type, but this could potentially be a request for new user account creation, changing permissions on an existing account, requesting a user account be deleted, etc.

I have automation rules set up that change the resulting ticket depending on values from custom fields in the request form, and I'd like to attach playbooks to the tickets depending on these field values as well.

I've taken a look in automations to see if that's possible with a rule, but it doesn't appear to be an option. Is there currently a way to achieve the above? Or is this something that will come in time with the playbooks feature?

[Tomislav Tobijas]

@Connor Roche interesting request for sure 👀

Playbooks are quite a new thing. It was just rolled out to one of our instances as well. Not even sure if it's only EAP or maybe Beta.

Anyway, @Makarand Gomashe might provide some assistance/insights here.

Cheers,
Tobi

[Makarand Gomashe]

Thanks @Connor Roche for checking our new feature and @Tomislav Tobijas for responding.

Yes, we support attaching playbooks to an issue based on issue type, request type and user groups. We are enhancing this to support more issue properties and fields.

You can read more about Playbooks and watch the demo here: https://community.atlassian.com/forums/Jira-Service-Management-articles/Create-automation-driven-Playbooks-for-agents-in-Jira-Service/ba-p/2981670#U2982773

If you have more questions or feedback, I am happy to get on a call and discuss your usecases. Please book a meeting slot, based on your availability here: https://calendly.com/makarandgomashe/playbooks-in-jsm