---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure paths for different failure code conditions

# Configure paths for different failure code conditions {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure a path for each failure code condition to provide appropriate guidance to agents.

## Before you begin

Role required: admin, sn_gd_core.decision_tree_author

## About this task

When the failure code received by the customer is 200, the path that leads to the Reassign case guidance is taken.

For more information about how to configure a path, see [Determine the next node displayed in a decision tree](https://servicenow-prod.fluidtopics.net/Rlp_0wc~dcOof_rtV0NYWg "Configure a path in Decision Tree Builder to set the conditions for when the next question or a guidance is displayed in a decision tree.").

## Procedure

1. In Decision Tree Builder, select the Add path icon (![Add path icon]()) on the Ask for failure codes question node.  
   A new path and a new node are added to the canvas.
2. Select the new path.
3. In the Path name field, enter <kbd class="ph userinput">200</kbd>.
4. In the Path priority field, enter <kbd class="ph userinput">100</kbd>.
5. Select the appropriate fields to set the condition "Enter the failure code \| is \| true".
6. Select Save and close.
{#configure-path-for-200-failure-code__steps_qhp_zxn_yxb}

## What to do next

Configure paths for other failure codes:

* 300 failure code - This path leads to the Create work order guidance.
* 500 failure code - This path leads to the Assign IT technician guidance.
{#configure-path-for-200-failure-code__ul_vnb_1b4_yxb}