Playbooks on Catalog item

[Chanis F_]

Has anyone configured playbooks based off a catalog item?

Everything I find online is mostly related to Incidents. 

I have a workflow where a user submits a catalog item and then it goes through the process of IT review which requires input (a checklist) > then Admin review (they get to review the input and determine the next steps) 

Admin determines whether further IT review is required, Close complete, or close complete with Escalation which then creates a record on INC table. This can cause a loop on the IT and Admin review until Admin determines its completed. 

We want to be able to use playbooks to assist the fulfillers with next steps but also provide accurate stages throughout the workflow for users. 

Just seeing/reading someone's successful configuration for playbooks on catalog item would be great! 

We also have another workflow for hardware purchase which might benefit from playbooks because it requires user input, IT review and deployment but also finance team review/approvals. 

Thanks in advance! 

[Naveen20]

1. sc_req_item is selectable as a trigger, build the playbook with create/update conditions filtered by catalog item.
2. Otherwise, keep the Service Catalog flow on the catalog item and kick off the playbook from a Business Rule on sc-req_item:

sn_fd.FlowAPI.getRunner().flow('scope.flow_name')
    .inBackground().withInputs({request_item: current}).run();

3. Model the IT ↔ Admin Review loop as PAD stages with a decision activity that loops back until Admin selects "Close."
4. For the escalation branch, use a Create Record activity on incident.
5. Render the playbook on the RITM record page in Service Operations Workspace via the UI Builder Playbook component.

[Tanushree Maiti]

Hi @Chanis F_ 

Refer these resources:

Servicneow Documentation: Set up custom Playbooks for Portals 

Playbooks FAQ - Workflow Automation CoE

https://www.youtube.com/watch?v=8Ux_ld3XCcg

https://www.youtube.com/watch?v=iLd4beisDlA#:~:text=Embed%20playbooks%20in%20Service%20Portal%20by%2....