In Playbook , when case goes to accept case stage i want one field to be added there,user can select

NanditaH
Tera Contributor

Thursday

So here ,when the case comes to accept case step in playbook , in the right side i wanna add one field so user can select 1  choice from that field .  I have attached 2 image one shows where i want that field .others  just for example how the fields has to be visible or present . How and where to configure this 

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Rahul_Sanghi
ServiceNow Employee

3 hours ago

Hi Nandita,

Thanks for posting this, and the screenshots help.


First, are you building this playbook from scratch, or modifying the OOB fraud investigation playbook shipped with FSO Card Operations? If it's OOB, you'll want to work from a cloned version to avoid upgrade conflicts. Also, what release version are you on? 


The "Accept Case" step is currently an Instruction activity, which is read-only by design, it displays a message but doesn't collect input. To add a field where the user can select from a list of choices, you'll need to replace the Instruction activity with one of these:

  • Questionnaire activity — the more straightforward option for adding a choice question. No pre-existing table or field required.
  • User Form activity — if a choice field already exists on the fraud case record and you want to surface it directly in the playbook panel.

Sharing a few helpful links below. Let us know where you're getting stuck. Happy to dig deeper from there. 

Reference docs (Australia release):

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