Using Playbook in CSM/FSM Configurable workspace

[madhuv]

Hi Team,

Our agents mainly uses CSM/FSM Configurable workspace to access all the Tickets. There is a need to show playbook to capture and process some information on Incident Task. 

Could you please guide me on how to enable Playbook for CSM/FSM Configurable workspace and to make the Playbook tab appear on Incident Task?

[Ankur Bawiskar]

@madhuv 

Ideally incident and incident tasks should be worked upon from SOW

Why not train your agents to use SOW for that?

CSM workspace is mostly for Case handling etc

check this

Adding a Playbook Record Page Tab to a Workspace Record 

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[madhuv]

Hi Ankur,

Yes, ideally have to use SOW but as of now they have get used with CSM workspace where they are already able to access all ITSM tickets too.

[Ankur Bawiskar]

@madhuv 

I will still suggest you to train the agents to use SOW

Also check the link which says how to associated a playbook tab to record in workspace

Also check if incident_task has active playbook attached to it

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[Dr Atul G- LNG]

Hi @madhuv 

Unfortunately it's not possible, as CSM is separate Application Scope , so if you want to create a Playbook for ITSM which is for incidents, then it would be in Global domain.