Runbooks FAQ

Common questions about creating, managing, and using runbooks in Junto.

What are runbooks in Junto?

Runbooks are structured procedures that document technical workflows, troubleshooting steps, and standard operating processes. They serve as instructions the AI agent can follow and as reference material for your team. See What Are Runbooks? for a full overview.

Who can create runbooks?

Any authenticated user can create a runbook by clicking New Runbook on the Runbooks page. It is created in Draft status.

What's the best way to create a runbook?

Let the agent build it with you. From the General Assistant (Explore), pull up a resolved ticket, review what was done, and ask the agent to create a runbook based on that resolution — it can create, update, publish, and archive runbooks directly from the conversation. Or use the Assistant panel in the runbook editor — open alongside the steps whenever you edit — to draft content as you chat. See Build Runbooks with the Agent.

What are the runbook statuses?

• Draft -- Being written or revised. Not available to the agent.
• Published -- Reviewed and approved. Available to the agent and your team.
• Archived -- Retired and hidden from the default list, but viewable if needed.

What is the difference between global and company-specific runbooks?

• Global runbooks apply across your entire organization.
• Company-specific runbooks are scoped to a particular client company with tailored procedures.

How does the agent use runbooks?

The agent references published runbooks when triaging tickets. Runbooks provide step-by-step procedures, contextual knowledge, and tool usage instructions.

Do runbooks run fully automatically?

Only when you want them to. By default, a matched runbook runs supervised — each action is sent to the Slack or Teams channel you've routed for runbook approvals, and you approve or deny every step from there. When a runbook has earned your trust, enable auto-run to let it execute end to end without prompts.

How does the review process work?

When a runbook is ready, submit it for review. Reviewers can Approve, Request Changes, or Reject. Comments are required for rejections and change requests. Authors cannot review their own submissions. See Reviews & Approvals.

Does Junto track runbook versions?

Yes. A version history is maintained for each runbook. You can view previous versions and compare changes side by side.

Can I fork an existing runbook?

Yes. Fork a runbook from its action menu to create an independent copy as a starting point for a new or customized procedure.

Can runbooks be scheduled?

Yes. Published AI Agent runbooks can be scheduled to run automatically on a weekly or monthly cadence. The Runbooks list shows schedule indicators for active or paused schedules. See Runbook Scheduling.

Can a runbook run without a technician starting it?

Yes. With auto-run enabled, a runbook executes automatically when the agent matches it to an incoming ticket above a confidence threshold you set. Auto-run is configured per runbook by Managers and above, and each unattended run is attributed to a technician you choose. See Auto-Run.

How can I see what a runbook did?

Every execution is tracked. Click All Executions on the Runbooks page for the org-wide history, or Runs on a runbook for its own history — including status, outcome, and the linked ticket. Runs that pause for human follow-up appear under Paused runs. See Executions & Monitoring.

How do I find a specific runbook?

The Runbooks page provides search and filters for Category, Scope, Status, Company, and Integration. Archived runbooks are hidden by default but can be shown with a toggle.