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

[Tim84]

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.

[Ankur Bawiskar]

@Tim84 

happening for all agents?

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

[Tim84]

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.

[Ankur Bawiskar]

@Tim84 

try raising case with ServiceNow.

[Tim84]

thank you, I will.