Need to remove Playbook for Complaint Cases and bring the form as same as the case form

[sreeshsurendran]

Hi all,

The requirement is to deactivate the Playbook available OOTB for Complaints and need to show the Complaints form as same as the Case form which is shown in CSM/FSM Workspace. The agent should be able to fill the fields available for Complaints.

• The current behavior is as below:

• I have tried deactivating the Playbook from "sys_playbook_experience_record_generator" table and deactivating the Process Automation Designer available and below is behavior then.

If any leads, please do help me out here, as this is critical business requirement.

Thanks,

Sreesh Surendran

[Ankur Bawiskar]

@sreeshsurendran 

I don't think it will work without playbook because it looks like the playbook lanes/activities are rendering the UI

If my response helped please mark it correct and close the thread so that it benefits future readers.

[sreeshsurendran]

Oops 😞

Anyways, thanks @Ankur Bawiskar .

[Ankur Bawiskar]

@sreeshsurendran 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[MattSN]

You might be better off creating a case type or adding service definition to your primary case type.

https://www.youtube.com/watch?v=56IAivbwCK4