Add a decision to an app's playbook in Creator Studio

Add decisions, which are if/then conditions, to define branches, or different paths of an automation's playbook in Creator Studio.

Before you begin

To add decisions to a playbook, you must be given permission to work on the app.

About this task

Each decision should have at least two branches, with each branch representing a possible outcome for the decision. The second branch can be the ELSE branch, which is required. The ELSE branch will be followed when all other conditions on other branches are false. Think of the else branch as the catch-all case for the decision.

Figure 1. Example decision with branches

Procedure

1. Go to All > App Engine > Creator Studio to see all the apps on the Creator Studio home page.
2. Open the app that contains the playbook you want to add a decision to.
3. Select to Preview how different forms appear in various experiences, or select the View or Edit button to view or edit the application experience.
   Select different previewing options if you want to make sure that you've selected the correct application and see how it will appear in the following formats:

   • Portal (see a preview of how it'll appear on a desktop website)
   • Now Mobile (see a preview of how it'll appear on a mobile phone or device)
   • Virtual agent (see a representation of how it'll appear on a chatbot interface)
     Note:

     Your organization should have the correct plugins installed to see how the form will appear in Virtual Agent. If you're interested, ask your admin and see Catalog builder preview topic conversation for more information on previewing forms and their catalog items in Virtual Agent.

   The View button displays forms that have been published and doesn't explicitly create a new draft form for development. The Edit button takes you to a development form, for example, a new draft version of a form that's already been published.

   Figure 2. Preview the app's experience

   

   You can also check out a representation of how the form submissions workspace will appear by selecting the Submissions preview, as well as the records your app generates for it (by selecting the Record preview).

4. Select the Automations tab in the application header.
5. Check that you're editing the correct playbook in your app by selecting it from the Automations tab.
   
6. Select the add icon () on the connector here you want to add a decision and choose the diamond-shaped Add a decision icon () in the menu that pops up.
   You must be in the Diagram view to add a decision.
7. Specify the decision's basic attributes on the Details tab of the Decision properties panel that appears.

   Table 1. Decision basic options

   Field	Description
   Playbook name	Unique, user-facing name for the decisions, which appears to agents and fulfillers while the playbook is running.
   Description	Optional details about what the decision accomplishes.

   Figure 3. Playbook decision properties

   

8. Define the decision's schedule.

   Table 2. Decision schedule options

   Field	Description
   Start rule	Choose when you want your activity to start running. The options are: When stage starts: The decision starts running as soon as the stage starts running, which is when your playbook is triggered. After specific activities: The decision starts running after the specified activities have finished running.
   Starts after	Select the activity that must finish running for the decision to happen. This field is editable only if you selected to start the rule After specific activities. You can choose only activities that happen before this decision in the playbook.

9. Optional: Specify more scheduling conditions for the decision, such as whether there's a delay, by selecting Show additional options.

   Table 3. Decision schedule additional options

   Field	Description
   Display order	Order in which this activity occurs during a playbook run.
   Start with delay	Toggle to specify that the ServiceNow AI Platform waits for a duration of time before running the decision after the start rule is met. For more information on how to specify the delay duration, see Start with delay input properties.
   Restart rules	What the decision does when a playbook is restarted. The options are: Skip on restart: Skip this decision when the playbook run is due to a restart. Run always: Always run this decision, including first runs. Skip on first run: Skip this decision during the first run. For more information, see Restart a playbook.

10. Create the conditions for each branch, or possible outcome for the decision on the Branches tab of the Decision properties panel.
    1. Enter a name for the branch in the Branch label field.
    2. Select the Add condition button and specify what conditions should be met for the branch to take effect.
       For more information, see Create a condition statement using the condition builder.
    3. Optional: Select the Add new branch button and add as many branches as needed.
    4. If you add two or more branches, select how you want your decision activity to run the different branches.

       Table 4. Branch processing instructions

       Option	Description
       Process any & all branches that are true	The app processes all branches with conditions that are met.
       Process only the first one that is true	The app processes only the first listed branch with conditions met. If you select this option, drag the branch that you want processed first to the top.

    5. Optional: Adjust the order of branches as needed by dragging them into a new position.
11. Select Save and close.