Create a service request record by using playbooks in Public Sector Digital Services

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Create a service request record in the Public Sector Digital Services application by using a Service Request Playbook activity. By using a playbook, you can have an efficient, streamlined way to create and resolve a service request.

    Before you begin

    Note:
    Before starting this procedure, verify that the Service Request Playbook application, which is separate from Public Sector Digital Services Core, has been installed and enabled in the CSM Configurable Workspace. For instructions, see Install Service Request Playbook for Public Sector Digital Services.

    Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

    About this task

    If a playbook is configured to use the record generator feature, you can create a record using a playbook activity. If a case is already associated with a playbook, a new service request case type is opened in a new tab, with Playbook as the default tab. Creating a record from a list or form, or from an activity in another playbook, opens the Service Request playbook and initiates the first activity. This activity, the first step of the intake stage, guides you through the record creation process.

    Procedure

    1. In the CSM Configurable Workspace, navigate to Lists > Service Requests > All.
    2. Select New.
      The Service Request Playbook opens and initiates the first activity for collecting the request details, which is the Intake stage.
    3. On the Enter Request Details activity card, fill in the information.
    4. Select Save.
      A case is created with the service request information. The case number is added to the tab and the first activity in the Intake stage is marked as complete. The second activity in this stage is highlighted as the current activity.

    What to do next

    Continue using the playbook stages and activities to resolve the constituent's issue and complete the case.