Manually closing a case and terminating open playbook

Kit G · ‎02-05-2025

Hi all,

Looking for some advice on handling manual case closure and playbook termination.

Scenario

Currently we have a custom case which has an associated playbook that triggers on creation. The playbook when completed successfully closes out the case and all is well. However if a agent sets the case to a resolution of cancelled for example the playbook remains active and the case remains in an open state.

Questions

What are the best practice methods for controlling manual case closure?

Thanks in advance

Kit G · ‎02-11-2025

Hi @Lisa Holenstein ,

We ended up using a business rule and scripting to resolve this issue which was fairly straight forward. Understanding not all playbook users may be familiar with scripting it. Thanks again for your input 😄

Sample

sn_playbook.PlaybookExperience.cancelPlaybooksByParentRecord(current, "XYZ is cancelled");

Doco

PlaybookExperience | ServiceNow Developers

Cheers

Kit

View solution in original post

Lisa Holenstein · ‎02-12-2025

Hi @Kit G !

Thanks for updating this with your solution! 😊

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