Playbook option not available on Service Operation Workspace

[Pooja P]

Hi Team,

We have upgraded plugin for Service Operation Workspace for ITSM Applications. from 5.0.2 to 6.1.7 for Xanadu version. But on Incident or Major Incident management record i can not see playbook option .

Can someone suggest on same pls.

Thanks,

Pooja

[Ankur Bawiskar]

@Pooja P 

Are you sure there is a playbook for incident table for Major incident?

Was it visible before upgrade on Major incident?

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

[SANDEEP DUTTA]

Hi @Pooja P ,

OOTB playbook tab is available for SOW record page. The OOTB conditions to make the tab visible are

1. record table != em_alert

2. record sys id != -1

3. plugin "com.glide.playbook_experience.config" is active

4. Screen condition specified here is met https://<your instance>/now/nav/ui/classic/params/target/sys_ux_screen_condition.do%3Fsys_id%3D7f7b1dd777a03110121e8f1a5b5a99b2%26sysparm_record_rows%3D1%26sysparm_record_scope%3D5ca1bcb3733320103e366238edf6a706%26sysparm_record_target%3Dsys_ux_screen_condition%26sysparm_record_list%3Dscreen%253D5ca31c5777c03110121e8f1a5b5a99dd%26sysparm_nostack%3Dtrue%26sysparm_record_row%3D1

If you drill down to script include(SOWDefaultRecordRouteUtil) used in above screen condition there are functions to check if playbook tab should be enabled which uses system properties "sn_sow.playbook.tables"

5. Current record must contain a playbook.

Reference : https://www.servicenow.com/community/service-operations-workspace/playbook-tab-isn-t-visible-in-sow/...