---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure playbook stage and activity visibility

# Configure playbook stage and activity visibility {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the visibility of playbook stages and activities that are pending or that a
user cannot access.

## Before you begin

Role required: admin

## About this task

Use the following fields in the playbook experience configuration record to control the visibility of playbook stages and activities.

* Inaccessible Data Visibility: Accessibility is determined by user permissions. When enabled, the user cannot see an activity if they do not have permissions to view the data associated with the activity. If all activities in a stage are inaccessible to the user, the stage is also hidden.
* Pending Item Visibility: Pending activities are those activities that have not yet been triggered. Select one of the options in this field to show or hide pending activities.
{#playbook-config-activity-visibility__ul_pfd_rbh_vpb}

## Procedure

1. Navigate to AllPlaybook ExperiencePlaybook Experiences.
2. Select a Playbook experience.
3. In the Configurations related list, click the desired configuration.
4. Select Hide Inaccessible Activity from the Inaccessible Data Visibility field drop-down list to hide the activities in a stage that the logged-in user cannot access.  
   The default value for this field is false.
5. In the Pending Item Visibility field, select one of the following options.

   | Option | Description |
   | Show pending stages and activities | * Shows all activities in a stage. * Pending activities are grayed out. * Default setting. {#playbook-config-activity-visibility__ul_fpg_p2h_vpb} |
   | Hide pending activity | * Hides the pending activities in a stage. * If all activities are pending and hidden, the stage is grayed out. {#playbook-config-activity-visibility__ul_l1t_r2h_vpb} |
   | Hide pending activities and stages | * Hides the pending activities in a stage. * If all activities are pending and hidden, the stage is also hidden. {#playbook-config-activity-visibility__ul_d12_52h_vpb} |
   |-|-|

   {#playbook-config-activity-visibility__choicetable_zlx_32h_vpb}
6. Click Update.
**Related tasks**   

* [Configure an optional activity for a playbook](https://www.servicenow.com/docs/pMATlSLKUJHcq0qU0~GmBA "Configure optional playbook activities so that agents and fulfillers can insert activities during a playbook run. For example, a customer may want to schedule an optional activity such as making an appointment to visit a location.")

*[\>]: and then