Configuring Playbooks-on-portal for a custom case type

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • As an admin, you can configure the playbooks-on-portal experience for a custom case type that extends the base License and Permit case.

    Before you begin

    Role required: admin

    About this task

    Admins can create variants of the License & Permit Playbook process to use for a custom case type.

    Procedure

    1. Duplicate the playbook process by navigating to All > Process Automation > Workflow Studio.
    2. In the Playbooks list, select the Licenses/Permits Playbook.
    3. Select the More Actions (…) menu and select Duplicate.
    4. Fill in the Label field with the desired name for the playbook and add a description.
      The trigger type should be Record Create.
    5. Select Duplicate.
    6. Modify the playbook for the particular license use case, then select Activate.
    7. Navigate to All > Record Generators.
    8. Select New.
    9. On the form, fill in the fields with the following:
      Field Entry
      Table License and Permit Case, or the extended License and Permit table.

      This is the table the record generator will trigger for.
      Process Definition Name of the playbook created in the previous section.
      Create Record Activity Name Answer Eligibility Questions.

      This is the first activity in the Playbook.
      Create Record Form View LicensePermitRecordGenerator
      Template Fields: Product Drivers License
      Template Fields: Service Driver’s license – New Request
    10. Select Submit.
    11. Navigate to All > Customer Service > Administration > Service Definitions.
    12. Select Drivers License – New Request service definition.
    13. Select the search icon next to the Playbook record generator.
    14. Select the magnifying glass icon to open the list of playbook record generators, and select the previously-created playbook record generator for the extended case type.
    15. In a new window, navigate to All > Playbook Experience > Playbook Content Items.
    16. Select New.
    17. On the form, fill in the fields with the following information:
      Field Entry
      Name Driver license application
      Catalogs Government Services
      Category Licenses
      Short Description Application for an individual to obtain permission to legally operate a motor vehicle on any road, freeway, or other way accessible to the public.
      Table Select the License and Permit Case (OR the extended table created table.
      Playbook Experience CSM Configurable Workspace
      Playbook Experience Record Generator Previously-created Record Generator
      Portal Page GSM Intake
      Title Drivers License Application
    18. Select Submit.
    19. Select the newly created Playbook Content Item.
    20. Select Edit in the Available For related list.
    21. Select SNC External from the Collections dropdown, and add it to the Available List.
    22. Select Save.
    23. Select the Not Available For related list, then select Edit.
    24. Select SNC External and add it to the collection.
    25. Select Save.
    26. Verify the playbook content item you created displays under Services > Licenses/Permits on the Government Service Portal.