playbook not getting triggered

[suresh kaliappa]

Hi all,

I am working upon playbooks in servicenow. the issue was the playbooks was working fine earlier. but while verifying few of the things in the playbook  the playbook automatically went in deactivate mode. later i activated it without modifying anything. But now the playbook was not triggering at all. incase, if i use the test button the playbook is executing correctly. but not auto triggering was happening. So someone please help me in this to identify the root cause and a fix to it 

[boteeuwen]

Since the playbook works correctly when you use the 'Test' button, I would first focus on the automatic trigger ratherr than the individual playbook steps. The Test option can confirm that the process itself runs, but the automatic execution still depends on the trigger conditions being evaluated when the record is created or updated.

Since this started after the playbook was automatically deactivated and then activated again, I would try forcing ServiceNow to register the trigger again. Open the playbook in Workflow Studio or Process Automation Designer, make a small change to the trigger condition, save and publish it, then remove that change and publish it again. After that, test by creating a completely new record that matches the trigger conditions.

Another important thing to check is the Playbook Property called "Limit playbook executions for each parent record to". ServiceNow can limit how many times a playbook is allowed to execute against the same parent record. If you are repeatedly testing with an existing record, the trigger may be working but ServiceNow may not start another playbook execution for that record. You can temporarily increase this value or set it to 0 if unlimited executions are appropriate for your test, and then try again with a new record.

ServiceNow has more information about this:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2736032

I would start with a new record first, then check the execution limit, and finally republish the trigger if it still does not fire automatically. This should help narrow down whether the issue is related to the execution limit or the trigger registration.

If this helped, can you mark it as a solution or helpful?

[Ankur Bawiskar]

@suresh kaliappa 

while verifying did you add/remove any step?

[suresh kaliappa]

i did not add/remove any step instead i modified 1 condition. but i removed it while publishing at last

[Tanushree Maiti]

Hi @suresh kaliappa 

Could you please confirm whether your instance has gone through any recent upgrade?

Also, could you please review these two KB articles and try the recommended troubleshooting steps on your end?

KB2736032 Playbook is not Executing even if the trigger condition matches 

KB1002542 Playbook activity not triggering when condition all met