Configuring runbooks
Manish Balaji avatar
Written by Manish Balaji
Updated over a week ago

Learn how you can create a runbook from scratch by creating reply templates, task templates, and approval flows.

(Psst! Wondering what a runbook is? We’ve written an overview of runbooks that covers everything you need to know about it—what it is, what it does, and how it speeds up your operations. We recommend giving it a read; it’ll give you more context on how it applies to your business and helps you set runbooks up better.)

Your typical runbook usually comprises three components:

  • Reply templates

  • Task templates

  • Approvals

Note: You can create task templates for runbooks on the go while creating a runbook, but you’ll need to keep your reply templates created and ready in the reply templates section, so you can associate them to the runbook.

Creating a new runbook

  1. Click settings > advanced configurations > runbooks.

  2. Here, you’ll see a list of runbooks you’ve created, along with the approvals, tasks, and replies associated with them. Click the + Create button on the top right to create a new runbook.

List of runbooks.png

On the create new runbook page, give the runbook a name and a short description.

For approvals: Choose who you want the technician to get approval from for this issue. You can choose between reporting manager, admin, requester, and approver.

For tasks: You can add existing task templates or create a new one. Select which technician and technician group will work on the task, and how long it will take.

For replies: Associate existing reply templates here. You can create reply templates under settings > advanced configuration > reply templates > + Create.

New runbook.png

Once you’re done, click save to finalize the new runbook!

You can apply these runbooks automatically using event triggers or manually within the ticket window.

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