Can't find case table in Process Automation Designer

[JohnDF]

Hi everyone,

I can't find the case (sn_customerservice_case) table in the Process Automation Designer. I changed the application to globan, to customer service and to guided decision experience. How can I select the case table as trigger?

Thanks for help.

[Community Alums]

Hi @JohnDF ,

By default or OOTB , Process Automation Designer is not available for CSM.

In order to create processes in Process Automation Designer that are triggered by CSM tables and custom tables that extend from them, you need to purchase a subscription to CSM.

To purchase this subscription, contact your ServiceNow account manager. Your account manager can arrange to have the plugin activated on your organization's production and subproduction instances, generally within a few days.

If you don't have an account manager, decide to delay activation after purchase, or want to evaluate the product on a subproduction instance without charge, follow these steps to enable the Playbooks for Customer Service Management [com.sn_csm_playbook] plugin

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[JohnDF]

@Sandeep Dutta thanks for reply. This is on my PDI. Everything is activated. If not I couldn't choose customer service application. I guess I need just the right applicatation selected to chose the case table. But iam confused thats not the customer service app in the process automation designer to select case as a trigger table..

[Community Alums]

Did you check if the  Playbooks for Customer Service Management [com.sn_csm_playbook] plugin is installed or not.

Having "Customer Service" in your Application scope selection is not enough.

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[JohnDF]

@Sandeep Dutta Yes sn_csm_playbook is activated. I have activated Case Playbook for Product Support to. And curious is that the ootb process with the case as trigger table, get errors too:  Error: Your trigger's table isn't in the process's application scope. Select "Process properties" to change the table for your trigger.

And this ootb process in the designer in the Case Playbook for Product Support can't be activated. Hmm