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.
