Playbook Issues

[AmolJ]

I have added a playbook to CSM case variant but have few issues:
1. Playbook doesn't start when a new case record is created even though the trigger is set to do so.
2. Playbook has a checklist task which doesn't have any way to move to the next step if I choose only a few options on the checklist.

Any hints? Thanks

[Ankur Bawiskar]

@AmolJ 

Are you sure the playbook is published?

Did you test it?

Is that playbook tab present in CSM workspace?

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

[AmolJ]

Yes, the playbook is published and it shows up as a tab on the case record. But you have to interact with this tab manually when you create a new case. It needs to start automatically as per the trigger.

[Ankur Bawiskar]

@AmolJ 

what do you mean by interact with this tab?

Is the playbook getting attached to that record?

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

[AmolJ]

The trigger on the playbook is whenever a new record is created on the case table, playbook should start. What happens though is when I create a new case record, playbook does not start on its own. I have to go to the Playbook tab and then it starts.