Playbook

[BhavaniShrM]

Hi Team,

I have a question regarding Playbooks in ServiceNow, specifically around tracking actions performed in the Workspace form view.

Let’s say I have a UI action (e.g., a button click) that creates a child case. I would like to understand:

1. How can this action be tracked or recorded in the Playbook flow?
   Is there a way for the Playbook to recognize that the button was clicked and adjust the flow accordingly?
2. What configurations are needed in the Playbook to respond to such UI actions?
   For example, should I use specific conditions, triggers, or custom events?
3. Can Playbooks support branching logic based on user input?
   For instance, if I have a decision box with "Yes" and "No" options:
• If "Yes" is selected, it should trigger Flow A.
• If "No" is selected, it should trigger Flow B.

I am trying to build a dynamic Playbook experience that adapts based on user actions in the Workspace. Any guidance, examples, or best practices would be really helpful!

[Ankur Bawiskar]

@BhavaniShrM 

Responses inline

-> Playbook can use User Form activity which renders table form and on there you can have Playbook buttons, these are playbook actions and not OOTB UI actions available on that table

-> you can trigger your playbook based on some field change etc and configure that in trigger condition

-> yes there is support for branching based on Yes or No

Questionnaire activity 

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

[Mark Manders]

You can add 'wait for' conditions, or go with the non-automated 'instruction' action that a user has to set the state to complete. 

You can use branches in playbooks with 'yes' you go one way, with 'no' the other way.