question Using playbook for service desk agents in ITSM forum

Using playbook for service desk agents

RupalP920609869 — Thu, 03 Jul 2025 07:54:00 GMT

Hello All,

I have added Playbook tab in my workspace on sc_req_item table, i have created playbook wherein trigger condition I mentioned is on create/update of sc_Req_item and item is "ABC".

Issue:
Primarily i created flows using flow designer to take approvals, create tasks and then end the flow. Now I want to perform the similar steps but not using flow designer but by using Playbook. When I checked the "Include all automation assests", i was able to select the actions available in flow designer, but after configuring the activity get catalog variable. Iam not able to see the variables

Is there any solution for this Playbook issue?

Re: Using playbook for service desk agents

Hanna_G — Thu, 03 Jul 2025 13:30:17 GMT

Hi @RupalP920609869

Can you try a test flow with this Catalog item - create a flow and do get catalog variables for this item? This will let us see if it is a Playbook issue or a Catalog item issue.
If you are able to see the variables in flow - try rebuilding this step - ensure that the correct Catalog item is selected, that the correct reference table is available etc.
Another thing you could check is if the Catalog item is in the global scope or not.
Might be worth checking if Playbooks and or Workflow Studio needs an update too.
If none of the above work - it might be worth raising a case with ServiceNow.

Re: Using playbook for service desk agents

RupalP920609869 — Fri, 04 Jul 2025 05:43:03 GMT

Hello Hanna, I created the flow and tested- its working fine. Also, Catalog item is in global scope.

Re: Using playbook for service desk agents

RupalP920609869 — Fri, 04 Jul 2025 05:43:54 GMT

it looks like, its playbook issue @Hanna_G

Re: Using playbook for service desk agents

Hanna_G — Fri, 04 Jul 2025 09:10:08 GMT

Ah, might be worth raising the case with ServiceNow support then. @RupalP920609869

Re: Using playbook for service desk agents

RupalP920609869 — Fri, 04 Jul 2025 09:22:29 GMT

can I individually raise a case via now learning<help center?
Or is there any other way too? Actually, I have never raised a case for such issue before @Hanna_G

Re: Using playbook for service desk agents

Hanna_G — Fri, 04 Jul 2025 09:46:04 GMT

Do you have access to your organisations ServiceNow Support? You will need to log onto there to raise a case. Here is an explanation: ServiceNow Customer Support - Support and Troubleshooting