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What Are Runbooks? ​

Runbooks in Junto are structured procedures that standardize how common IT tasks are performed. They serve as documented playbooks that guide both the AI agent and human technicians through repeatable workflows, ensuring consistency and reducing errors.

Purpose ​

  • Standardize procedures across your team so every technician follows the same steps.
  • Guide the agent by providing it with the exact workflow to follow when handling tickets.
  • Reduce resolution time by eliminating guesswork with clear, step-by-step instructions.
  • Maintain quality by encoding best practices into reusable, version-controlled documents.

Scope Types ​

Every runbook has a scope that determines its visibility:

  • Global -- Available across all companies in your organization. Use for universal procedures like password resets or new user onboarding.
  • Company-specific -- Scoped to a single client company. Use when a client has unique systems or policies that differ from your standard procedures.

You can fork a global runbook into a company-specific variant when a client needs a customized version.

From Supervised to Autonomous ​

Runbooks are built for agentic execution — the agent runs the steps using your connected integrations. You decide how much oversight each runbook gets, and you can dial it down as trust builds:

  1. Approve each action -- By default, when a matched runbook runs, every action the agent wants to take is sent to the Slack or Teams channel you've routed for runbook approvals. You approve or deny each step right from Slack or Teams.
  2. Auto-run -- Once a runbook has earned your trust, enable auto-run and it executes end to end without approval prompts, attributed to the technician you choose.

How Runbooks Work with the Agent ​

When a ticket arrives, the agent matches it against your published runbooks. Matching uses the runbook's content plus any example tickets you've attached — real tickets the runbook has handled — so accuracy improves over time.

When a relevant runbook is found, the agent follows the documented steps using your connected integrations. For runbooks you fully trust, you can enable auto-run: when the match confidence clears a threshold you set, the runbook executes automatically with no technician kickoff required.

Every run — manual, matched, auto-run, or scheduled — is tracked in Executions & Monitoring, including runs paused mid-execution for human follow-up.

Lifecycle ​

A runbook moves through three statuses:

  • Draft -- Being written or revised. Not available to the agent.
  • Published -- Active and available for the agent to use when triaging tickets.
  • Archived -- Retired. No longer matched to tickets, but version history is preserved.