How to launch a Playbook from the SOW Chrome_tab

[ChristopherY765]

I'm currently designing something for our Service Desk so that when they click the + tab in the SOW, it will launch into a Playbook instead of having them fill out a new Incident.

I've already added the additional option which I called "New Incident - Playbook"

The issue I'm having is trying to figure out how to launch a Playbook through the JSON code.

Am I able to call a Playbook from this, or can I call a script that can then run the function to trigger the Playbook?

This is the current snippet of code I have for the new tab option.

Currently when I do this, it just opens the record of the Process Management Definition

"label": {
                "translatable": true,
                "message": "New Incident - Playbook"
            },
            "routeInfo": {
                "route": "record",
                "fields": {
                    "table": "sys_pd_process_definition",
                    "sysId": "4c648f27873ecf108053fd57cebb35a4"
                },
                "multiInstField": "sysId"
            },
            "condition": {
                "tableDescription": {
                    "table": "incident",
                    "canCreate": true
                },
				"roles" : ["tier1_service_desk"]

I'm doing this to try and streamline the process for our Service Desk as we're generating too many Incidents and not utilizing Catalog Items enough or Knowledge Articles, so the Playbook would guide them through that process before generating the Incident. 

[Shahjay]

Hi,

Your JSON is doing exactly what you told it to — it’s opening the process definition record because you pointed the route at sys_pd_process_definition. That will never start a playbook.

A playbook needs a context record (usually an incident) plus the process definition. Just navigating to the definition itself doesn’t trigger anything.

What people usually do instead:

Don’t route to the process definition table.

Either:

create a lightweight record first (draft incident / interaction / staging record), then start the playbook against that sys_id, or

use a trigger-less playbook and launch it via the Process Automation / Playbook API, then route the agent into that record’s Playbook tab.

Also check these or the tab won’t even show:

plugin com.glide.playbook_experience.config is active

system property sn_sow.playbook.tables.incident = true (add the same style property for any other table you need)

Once the playbook is actually running on a real record, the SOW Playbook tab should pick it up.

So the chrome-tab action needs to either create the record + start the playbook, or land on a page that does that — not open the definition record.

If this helped, please mark it as Helpful / Accept as Solution.

[IbrarA]

Hi Christopher,

On the script question, the condition object does accept a script, but that only controls whether the menu item shows. Nothing in routeInfo will trigger one.

One option is to point the tab at a new Interaction and build the playbook against interaction, so the guidance runs first and the incident gets created from inside the playbook only when it's needed.

Thanks