Hello ServiceNow Team,
I am working on customizing the out-of-the-box (OOTB) "Major Incident Process" playbook inside the Service Operations Workspace (SOW).
Requirement:
I need to insert a new step right after the "Review Situation" activity called "Create Outage Record". This step must enforce that at least one Outage record (cmdb_ci_outage) is created and successfully associated with the parent Major Incident record.
Acceptance Criteria:
- A new step titled "Create Outage Record" appears right after "Review Situation".
- The user must be prompted/guided to create or link an outage record.
- Strict Requirement: The user should NOT be allowed to complete/skip this step or move forward in the playbook until at least one outage record exists in the incident's related list.
Questions:
- What is the best Playbook Activity Experience component to use for this? (Should I use a "Create Record" component, or a "Record Mutator", or build a custom UX Macro component?)
- How do I handle the conditional blocker? Is it best to handle the validation via a script in the activity's "Complete" condition, or should I use a Data Stream/Flow Designer action to check the count of associated outages before letting the stage advance?
Any guidance, configuration steps, or best practices would be highly appreciated!
