Playbook does not fire upon record creation

[AmolJ]

I have a playbook associated with CSM Default Record Page variant. It is meant to start when a new case is created. 

It just does not fire when I create a new case by using the "New" button from list view. When I save this new case, then a tab shows up with the activity. Till then this tab is empty.

Any hints?

[Maik Skoddow]

Hi @AmolJ 

sorry, your explanation is pretty vague and without additional content like screenshots which could help us understand you better.

What I have understood so far is, that you want to see any playbook activitiviex even before a user saves the record the first time, right? If so this is not possible. A playbook can only trigger on existing records and the existence of a record in the database starts with its first saving.

Maik

[AmolJ]

Hi Maik,

Thanks for your reply. I will now keep the "saving" condition in mind.

Right now before I save a new case, I see the Playbook tab like this:

Once I save the record, the same tab is moved into the "More" menu (which is fine and I can also arrange it to appear after "Details")

But now that it's a newly saved case record, I expect the playbook to fire up which is not happening.

I now have to go into the "More" menu and click on the "Playbook" manually in order to start it.

I hope I am making sense.

Thanks

[Maik Skoddow]

Hi @AmolJ 

Again, your response lacks details about the specific playbook. Since each playbook can have its own unique triggers - which may not necessarily be tied to a "record created" event - there is no guarantee that it will be executed in your case.

Maik

[AmolJ]

Hi Maik,

This is the trigger on playbook: