Service Catalog/Items with process automation and playbook anyone?

[Damian Martinez]

Hello Everyone,
is somebody using process automation and playbook with their service portal?
We currently have catalog items, with flows that trigger actions/tasks etc.
We are thinking about using Process Automation Designer/Playbook but not sure how this will work with service portal and requested items.

Thanks.

[Bimschleger]

Hi Damian,

This certainly can be done. However, the connection is less native than Flow Designer / Workflow, and requires a bit of a workaround. A more seamless experience is on our roadmap.

–––

1) Catalog item > Flow > Process

A little bit of a workaround, but...

1. Create Catalog Item A.
2. Tell Catalog Item A to run 'FlowB' when requested.
3. Within FlowB, add an action to create a new record on TableC. 
4. When a new record is created in TableC, trigger ProcessD.

It could be a good way to guide your agent steps...but I acknowledge that this is a little funky.

2) Record producer > Process

If you use record producers, the result might be:

1. Create Record Producer A to create a new record on TableB
2. When a new record is created in TableB, trigger ProcessC.

–––

A few other notes:

• We now support creating Order Guides with Process Automation Designer. It's not 1:1 with what you're looking for...but directionally similar.
• While most customers use Playbooks with Agent Workspace, you could add a Playbook to any UI Builder page, including portals.

[Damian Martinez]

Hello @Brian Bimschleger,
thanks very much for your feedback, I'll try all of the above but looks like order guides is the closest to our needs.
Another question is, do you know why when creating a process and setting the trigger conditions, the incident and change request table are showing up but not case or sc_req_item tables?
Is there something I have to do to include these tables?

Thanks

[Bimschleger]

Damian,

Yup, this is a common question. 

Process Automation Designer is a premium platform product. Free to get the product, but additional licensing is required to trigger from certain tables. 

All plugins support custom tables, provided the custom tables are not extended from unlicensed tables.

You can view supported tables here, and the 4 primary licenses are:

• PAD for App Engine: This includes access to all standard platform tables.
• PAD for ITSM
• PAD for CSM: This includes Incident, Change request, and it *should* include Case [sn_customerservice_case].
• PAD for FSM

"sc_req_item" is kind of a special table, and it won't show up. As mentioned in the previous post, we're working on it. 🙂

[Damian Martinez]

Hello @Brian Bimschleger ,

thanks so much for the information, what is the difference between

PAD for App Engine and PAD for ITSM ??

Thanks.