When a new issue is created, agents/assignees should be able to have collection/group of steps shown in order which can have both - instructional step or an automation step.

This group is a step-by-step guide with manual instructions and automation rules to assist agents in resolving issues. All the steps can by manually marked done or manually executed by the agents working on the issue.

For the automation steps, the guide will also display all outcomes and execution logs for each step directly in the issue view. This will help the agent to know what has been done and also check the output which can then be used for other steps or actions.

For e.g. there is a guide for:

1. Incident runbooks: It can have steps to perform RCA (manual automation rules to get data from other systems) on click of a button. This data can be directly seen after the step execution. Based on the output data, the agent can decide the subsequent steps  which can have instructions to execute a recommended script to fix the issue or a manual automation to rule to run a resolution script on some other systems (say via an API call). Other instruction steps can include links to confluence.
2. Service request playbook: It can have steps to check pages or some automation to execute runbooks on Azure or AWS (say, provisioning an account on a system) with a click of a button.

This way, using the guides, the agents can resolve the issues within the issue view context and accelerate productivity. Further, organisations can ensure standardisation of resolution process through the step wise arranged guides.