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Type:
Suggestion
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Resolution: Unresolved
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Component/s: Automation - Playbooks
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None
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1
As a JSM agent/admin, I would like playbook step completions to be automatically logged as comments on the associated ticket, so that the full history of actions taken is visible directly in the ticket's activity feed without needing to open the Playbook panel.
Current behavior:
When an agent completes a playbook step (e.g., marks an instructional action as "done"), the action is recorded only in the Playbook Execution Log, which is accessible within the Playbook panel on the ticket. This information is not reflected in the ticket's comment stream or activity history.
Desired behavior:
When a playbook step is completed, a comment should be automatically added to the ticket, such as:
"[Agent Name] completed playbook step: [Step Name]"