Customize a playbook in Service Portal
Use the Service Portal Designer to customize the playbook runtime experience for Service Portal users.
Before you begin
- Role required: admin, or portal admin with either snc_internal or snc_external
Create a record generator if you don't want to use the default record generator or any of the other existing record generators.
Note: A key difference in Service Portal is that the playbook record generator is used instead of the record producer. The Service Portal requester enters the information for the record generator and uses the Next or Continue declarative action to move to the next activity.
To learn more about playbook record generators, see Playbook record generator.
Procedure
To edit your playbook widget in the Service Portal Designer, navigate to All > Service Portal > Service Portal Configuration.
Select Page Editor.
Search for and select your playbook.
Select Edit [Playbook] (playbook) page in Designer.
Select the widget, and select the edit icon.
Field Description Playbook UIB Page URL Enter a URL for the UI Builder page. If not specified, this points to the default Playbook Experience Portal page. Open Record Widget The Sys ID for the widget to use when a user opens a record. If not specified, the form widget is used. Open Record is Pop Up If enabled, shows the reference picker inside the form. Open List Widget The Sys ID for the widget to use when a user opens a list. If not specified, the Data Table from the Instance Definition is used. Extra Params Pass arbitrary data from the widget to its UI Builder page.
| Field | Description |
|---|---|
| Height | Enter the height of the playbook. If not specified, height is set to 850px. |
| Open Record Modal Title | Add a title to the modal that a user sees whenever they open a record. If not specified, there is no title. |
| Open Record Modal Message | Add a message to the modal that a user sees whenever they open a record. If not specified, there is no message. |
| Open Record Modal Buttons | Add the buttons to the modal that a user sees whenever they open a record. If not specified, there are no buttons. Enter in JSON format. |
| Open Record Modal View | The form view that you want to show for the open record. |
| Open Record Modal Size | Choose the size of the modal that a user sees whenever they open a record. Choice are:- sm - small - md - medium - lg - large If not specified, defaults to large. |
| Open List Modal Title | Add a title to the modal that a user sees whenever they open a list. If not specified, there is no title. |
| Open List Modal Message | Add a message to the modal that a user sees whenever they open a list. If not specified, there is no message. |
| Open List Modal Buttons | Add the buttons to the modal that a user sees whenever they open a list. If not specified, there are no buttons. Enter in JSON format. |
| Open List Modal View | The form view that you want to show for the open list. |
| Open List Modal Size | Choose the size of the modal that a user sees whenever they open a list. Choice are:- sm - small - md - medium - lg - large If not specified, defaults to large. |
| Activity View | Change the activity view between stacked or focused. |
| Playbook Experience ID | Enter the playbook experience record ID with the playbook configurations that you want for your Service Portal users. When nothing is set in the URL during the playbook run, this is the default playbook experience. If nothing is specified here, defaults to the Global Playbook Experience. |
| Open Record Modal Prevent URL Update on Submit | Prevents the URL of a running playbook in Service Portal from updating whenever a new record is submitted from a form in a record modal. |
Verify that you are using the official Playbook Widget for the Portal Page.