Form fields are not visible in playbook when case is created from esc portal

Community Alums · ‎01-02-2024

Hi all,

I am facing an issue with Playbook in CSM/FSM Workspace. I have made configurations for playbook.

Requirement: To show some fields in the case form in the playbook cards as per client requirement.

Issue: The playbook cards show the fields when I create a case from the workspace but when I create a case from portal in the same record producer, it does not show any fields (Attaching the screenshots).

I checked the form view to see if that is causing the issue but it isn't.
I don't understand how ServiceNow can differentiate a case if it's created from portal or workspace and make the fields visible based on that.

Appreciate any suggestions and ideas to remediate this problem.

Thanks in advance,
Ashwin

Community Alums · ‎04-10-2024

Hey @LaurentChicoine,

Thank you for the response.
I found the solution to the issue. It's because of the view we add in the playbook card. The Record producer variables on the form is the reason why I was not able to properly see playbook fields.

So as a solution what I did is that, create a new view "playbook" and add the necessary fields to this view. Then change the form view in the playbook card to "playbook" and activate the playbook.
Its working for me now 😄

View solution in original post

LaurentChicoine · ‎04-09-2024

Hey Ashwin,

I had the same issue of it not working when submitted through a service portal. After investigation of the process execution, I found out that the Form View variable from the Activity Execution (sys_pd_activity_context) contained a string value of the title of the view (for example My View instead of my_view).

This is picked up directly from the configuration in the process automation designer that only allows to select a reference to a view. So for now my only workaround is to change the title of my view to the same value as the view name.

Community Alums · ‎04-10-2024

Hey @LaurentChicoine,

Thank you for the response.
I found the solution to the issue. It's because of the view we add in the playbook card. The Record producer variables on the form is the reason why I was not able to properly see playbook fields.

So as a solution what I did is that, create a new view "playbook" and add the necessary fields to this view. Then change the form view in the playbook card to "playbook" and activate the playbook.
Its working for me now 😄

Community Alums · ‎07-02-2024

This was my problem, created a view without any spaces so title and name on the view was the same. just like @LaurentChicoine now it works.