CSM/FSM Workspace: Playbook issue

[Sanket Kutwal]

Hello everyone, I'm seeking for help

I was practicing with the playbooks and i encountered one issue

This is our requirement:

Step 1 - Case Assignment
Category
Subcategory
Additional Comments

So I've created Playbook in PAD, with the name "CSM form config", the playbook will triggered for CSM/FSM Workspace.

and created lane: Case Assignment and it contains two activities.

Now I got stuck in one problem

Check screenshot no. 6 and onwards

I'm not able to show fields whose type is integer like category, only the reference type fields are visible in the playbook steps. check screenshot no. 9: In Form Fields section i did put two fields over there asset,category, only asset is showing but category is not visible 

Below I've attached screenshots sequentially please have a look and let me know if anyone have solution for this problem.

Thanks in advance!

1. Creating playbook in application: CSM Workspace2. Playbook will be triggered when we select channel : Web3. Created Instruction4. Instruction activity5. User form activity6. Edit activity properties > Details7. Edit activity properties > Automation8. Created case, selected channel:web and saved case form and playbook got activated9. Added two fields asset and category10. Category field is not visible

[pausalpa · Accepted solution]

Hi Sanket!

Hope you are great!

The reason why it is not showing is because that field is not in the default view of that table.

In the PAD, at the top you can click on additional options and that will show you a field where you can type the name of the form view you want to be shown, if that is empty, default will be selected.

So, the fields you select need to be on that view, because if not, as in your scenario, it won't show. So, I would suggest changing the view to one with the category and asset fields you are using or trying to create a new one with the required fields.

Also, keep in mind that if you leave empty the section of fields selected, it will show all the fields on that view, so it is intended to restrict the specific fields we want to see.

Regards!

[Sanket Kutwal]

Hey Paulo, Thank you for your help! Worked perfectly.

[Ankur Bawiskar]

@Sanket Kutwal @pausalpa 

We created playbook for new case type table in CSM/FSM Configurable workspace, Washington DC release
Somehow it doesn't show automatically in workspace

Is there anything we need to configure to show it by default in CSM/FSM Configurable workspace

[proelitetec]

@Ankur Bawiskar 

Please Install Plugin Playbooks for Customer Service Management (sn_csm_playbook) from Application Manager

Your Playbooks will appear in CSM/FSM Configurable workspace.

With Regards,

Dhanraj Udata