Supplier lifecycle operations-"Wait for supplier contact invitation to be sent out" activity failing

Rajenderk
Tera Contributor

3 weeks ago

Need assistance in supplier onboarding playbook- the out of the box Supplier onboarding playbook stops at ‘Waiting for supplier contact invitation to be sent out’ activity.

Observations noted -

The supplier contact user is not getting created in the user/vendor table when the primary contact email and name is entered through the source to pay workspace action - Request new supplier.

Thanks in advance!

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TroyP0581187515
ServiceNow Employee

3 weeks ago

Hi @Rajenderk , How is the case being created? Are you raising the onboarding case through the request process intake form "Recommend a supplier"? This matters because the playbook's first step, "1.1 Collecting onboarding details", only picks up the supplier contact details from the record producer variables on the case. It does this through the action "Check supplier case for variables". What that action does:

  • It does a GlideRecord on sn_slm_case using the supplier case sys_id, then reads supplierCaseGr.variables.
  • It maps these variables to the output: supplier_name, supplier_duns_number, primary_contact_first_name, primary_contact_last_name, primary_contact_email, primary_contact_title, parent_supplier, subsidiary_list, exception_onboarding.
  • is_onboarding_info_present is set purely on whether supplier_name has a value.

If the case is created through the workspace "Request new supplier" action and not the record producer, those variables are probably never populated on the case.  The contact details then never reach the playbook, so no supplier contact gets created and the invitation step has nothing to send.

 

 

 

 

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