Playbooks on ServiceNow Agent

Playbooks for the ServiceNow Agent application provide a guided experience for completing work order tasks on a mobile device.

Playbooks for the ServiceNow Agent

Playbooks for the ServiceNow Agent application include stages for completing a work order task. Playbooks can be viewed under a selected work order task on the My work page. Tasks that have an active playbook associated with it display a View Playbooks button.

Playbooks are organized in stages to provide a guided experience. They direct you to new or existing features of the mobile application and maintain a checklist of completed stages on that work order task. Stages can be marked complete or skipped at your discretion. The stages progress as follows:

1. Troubleshoot
2. Parts
3. Record time
4. Log incidentals
5. Verify work completion
6. Close work order task

For more information, see Playbooks on ServiceNow Agent.

図 : 1. Work Order Task Closure playbook on the ServiceNow Agent app

Troubleshoot

The Troubleshoot stage contains the View related articles module. Access articles from your organization's knowledge base to find helpful information relevant to the work order task.

For more information on accessing knowledge articles in Now Mobile Agent, see Knowledge articles on ServiceNow Agent.

Parts

The Parts stage contains the Part requirements, Request PartsUse parts, and Remove parts modules. Create part requirements, request parts, and mark those parts as in use or remove them to maintain an accurate inventory.

For more information on requesting parts, see Request inventory.

Record time

The Record time stage contains the Add/edit time module. Track the date and duration that you worked on the task.

For more information on recording time worked, see Record time worked on a work order task.

Log incidentals

The Log incidentals stage contains the Log incidentals module. Log incidental expenses related to work orders that arise during the task or are otherwise related to the task.

For more information on logging incidentals, see Record an incidental expense for a work order task.

Verify work completion

The Verify work completion stage contains the Verify work module. Review a checklist to ensure the work order task is complete.

Close work order task

The Close work order task stage contains the Close work order task module. Close the task as complete or incomplete with notes.

For more information on how to close a task, see Close a work order task.