Audit plan and playbook

  • Release version: Australia
  • Updated June 30, 2026
  • 1 minute to read

    • An audit plan defines what is audited, at which store locations, and when. Plan Authors create and configure audit plans through the Store audit playbook, which launches automatically from the CSM/FSM Workspace Record Generator.

    Audit plans are authored using the ServiceNow Task Plan Templates platform feature (sn_task_plan_template). The application ships a default Store Audit Plan Configuration and associated Template Item Configurations as out-of-the-box seed data, providing a ready-to-use audit structure immediately after installation.

    Plan authoring entry point

    Plan Authors create a new audit plan using the Record Generator in CSM/FSM Workspace. The Record Generator creates a new sn_task_plan_template record and fires the Store audit playbook automatically on insert. The connection chain is:

    1. The Store Audit Plan Configuration (sn_task_plan_config OOB seed data) references the Record Generator via the playbook_record_generator field.
    2. The Record Generator (sys_playbook_experience_record_generator) references the Store audit playbook via process_definition and targets the sn_task_plan_template table.
    3. The playbook fires on every new sn_task_plan_template insert where task_plan_config matches the Store Audit Plan Configuration.

    Playbook structure

    The Store audit playbook contains a single Plan stage with five sequential activities. All activities must be completed in order.

    Table 1. Store audit playbook activities
    Order Activity Purpose
    1 Store case Configure Store Audit Case template items—one per Retail Organization scope.
    2 Audit task Configure Audit Task template items for each Store Case using the Create Template Items subflow.
    3 Affected stores Select the Retail Organization locations in scope. Selections are persisted via sn_case_creation_service_org and used during case generation.
    4 Schedule options Configure audit timing—start date and due date.
    5 Review Review the full plan summary before publication.
    Warning:
    Retail Organization locations are selected exclusively through the Affected stores activity (Activity 3). The Template Item form presents no standalone Retail Organization related list.

    Plan states

    Draft
    The plan is being configured. The playbook is active.
    Published
    The Plan Author has completed the playbook and clicked Publish. The Generate Cases/Tasks button becomes visible on the plan record.
    Cases generated
    Store Audit Cases and Audit Tasks have been created. The Track plan tab lists all generated cases.