Configuring Playbooks-on-portal for a custom case type

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

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

Duplicate the playbook process by navigating to All > Process Automation > Workflow Studio.
In the Playbooks list, select the Licenses/Permits Playbook.
Select the More Actions (…) menu and select Duplicate.
Fill in the Label field with the desired name for the playbook and add a description.

The trigger type should be Record Create.
Select Duplicate.
Modify the playbook for the particular license use case, then select Activate.
Navigate to All > Record Generators.
Select New.
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**.

Navigate to All > Customer Service > Administration > Service Definitions.
Select Drivers License – New Request service definition.
Select the search icon next to the Playbook record generator.
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.
In a new window, navigate to All > Playbook Experience > Playbook Content Items.
Select New.

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

Select Submit.
Select the newly created Playbook Content Item.
Select Edit in the Available For related list.
Select SNC External from the Collections dropdown, and add it to the Available List.
Select Save.
Select the Not Available For related list, then select Edit.
Select SNC External and add it to the collection.
Select Save.
Verify the playbook content item you created displays under Services > Licenses/Permits on the Government Service Portal.

title	Configuring Playbooks-on-portal for a custom case type
description	As an admin, you can configure the playbooks-on-portal experience for a custom case type that extends the base License and Permit case.
locale	en-US
canonical_url	https://www.servicenow.com/docs/r/government-industry/psds-pop-configuration-lp.html
release	brazil
topic_type	task
last_updated	2026-09-10
reading_time_minutes	2
breadcrumb	License and Permit PlaybookPlaybooks and SolutionsConfigure agent workspacesConfigurePublic Sector Digital Services \(PSDS\)