Displaying Playbook Guided Support on Service Portal with Child Case Visibility and Attachments

BhavaniShrM
Tera Contributor

3 weeks ago

I am working on implementing Playbook Guided Support on the Service Portal, and I would appreciate some guidance on a few specific requirements.

 

Use Case:

When a manager creates a case, they should be able to:

  • Complete the entire case lifecycle directly from the Service Portal
  • Follow a guided journey using Playbooks

 

Questions:

  1. Displaying Child Cases: Our flow allows a parent case to have multiple child cases. How can I configure the Playbook or Service Portal to display related child cases to the manager within the same guided experience?
  2. Attachments in Playbooks:
    • How can I enable attachments for each task within the Playbook on the Service Portal?
    • How can the manager view all attachments associated with the case (including those added at the task level)?
  3. Dynamic Flow Based on Button Actions: If the manager clicks a button (e.g., "Create New Child Case"), a different flow should be triggered. How can I configure the Playbook or Flow Designer to detect button actions and branch the flow accordingly?

 

Any insights, best practices, or documentation references would be greatly appreciated!

 

Thanks in Advance!

 

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M Iftikhar
Mega Sage

3 weeks ago

Hi @BhavaniShrM, 

 

Issue is that the standard Service Portal "order confirmation" page doesn't know which record (the parent or one of the children) to display the playbook for after your record producer runs.

To solve this, you need to bypass the standard confirmation page and redirect the user to a specific portal page that contains the playbook widget.

 

You can try:

  1. Create a new Service Portal page and add the "Playbook" (or a similar guided support) widget to it.
  2. In the script section of your Record Producer, after you have created the parent HR case, add the following line to redirect the user:
// Assume 'parentCaseGR' is the GlideRecord object for the parent HR case you just created
var parentSysId = parentCaseGR.getUniqueValue();

// Redirect to your new playbook page
producer.portal_redirect = "sp?id=your_playbook_page_name&table=sn_hr_core_case&sys_id=" + parentSysId;

This script forces the user to a page that is configured to display a playbook. The widget on that page will read the table and sys_id parameters from the URL and automatically load the correct playbook for the parent case.

 

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

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