question Playbook visibility error "This step isn't available. Contact the support team for help." in Workflow Automation forum

Playbook visibility error "This step isn't available. Contact the support team for help."

Tim84 — Fri, 27 Feb 2026 08:02:17 GMT

Hi all,

we installed the Playbooks for Customer Service Management (App id: sn_csm_playbook) plugin and created a custom playbook. We are using it for Cases on the CSM/FSM Configurable Workspace.
For admins, everything works fine.
For agents (itil & sn_customerservice_agent roles) we get this error message:
"This step isn't available. Contact the support team for help."

We already checked the sys_flow_data ACLs mentioned in this post
https://www.servicenow.com/community/developer-forum/error-in-playbooks-for-some-users/m-p/2485026
But it didn't resolve our issue.

Re: Playbook visibility error "This step isn't available. Contact the support team for help.&qu

Ankur Bawiskar — Fri, 27 Feb 2026 08:51:12 GMT

@Tim84

happening for all agents?

Did you ask them to clear instance cache using cache.do and then logout and login again?

Re: Playbook visibility error "This step isn't available. Contact the support team for help.&qu

Tim84 — Fri, 27 Feb 2026 11:11:57 GMT

We don't have the playbook on prod yet, we found the behavior while testing on test. We tested and confirmed the behavior with 2 separate agents, but I found that it works for a third non-admin, who is sn_customerservice_manager (not sure it's this role that makes the difference though, could be something else) but I still don't know where this is configured (why does this other user work?)

We did cache.do and did a logout, login but no changes.

Re: Playbook visibility error "This step isn't available. Contact the support team for help.&qu

Ankur Bawiskar — Fri, 27 Feb 2026 11:23:08 GMT

@Tim84

try raising case with ServiceNow.

Re: Playbook visibility error "This step isn't available. Contact the support team for help.&qu

Tim84 — Fri, 27 Feb 2026 11:24:09 GMT

thank you, I will.