Document Task showing in Playbook in HR Agent Workspace - Known Error

Document Task showing in Playbook in HR Agent Workspace Description Adding a playbook card config for sn_doc_task for agent workspace and confirming sn_doc_task is expected to show in playbook

Steps to Reproduce

• Access to the affected ServiceNow environment (any tier). • An HR case with a Lifecycle Events activity set that is marked complete in the Platform UI. • A user to impersonate who can view the case (e.g., assigned agent or HR role). 1 Log in to the affected instance: https:// .service-now.com/. Impersonate an appropriate user (if required). 2 Open the Lifecycle Events case in the Platform UI (Classic): ◦ Navigate to the case record (e.g., search by case number), or ◦ Use: /nav_to.do?uri=sn_hr_le_case.do?sys_id= 3 In the Platform UI Playbook panel, locate the relevant activity set (e.g., "New Hire Start Packs") and confirm it shows Completed with the count X/X and a completion checkmark. (Attach a screenshot if available.) 4 Switch to HR Agent Workspace: ◦ Workspaces → HR Agent Workspace 5 Go to Lists → Lifecycle Events → Lifecycle Events Cases. 6 Search for and open the same case. 7 Select the Playbook tab. 8 Open the same activity set (e.g., "New Hire Start Packs"). Expected Behavior: • The count matches the Platform UI (e.g., X/X) and the Activity Set status is Complete. Actual Behavior: • The count is higher than expected (e.g., X/Y) and the Activity Set shows In Progress. • Within the activity set, some activities appear duplicated with identical short descriptions. One activity references an HR Talent Management case (or another source record), while the duplicate does not specify a record—suspected to be a Document Task (sn_doc_task). Notes/Observations: • The duplication and inflated counts suggest additional tasks (likely sn_doc_task) are being included without proper state mapping, causing the activity set to remain "In Progress."

Workaround The doc tasks aren’t appearing because there’s no state mapping for sn_doc_task in the sn_hr_le.playbook_state_mapping property. To enable doc tasks in Playbook, please add this entry to the property:

{ "recordInfo": { "table": "sn_doc_task", "field": "state" }, "mapping": { "1": "IN_PROGRESS", "18": "IN_PROGRESS", "19": "ERROR", "21": "CANCELLED", "error": "CANCELLED", "3": "COMPLETE", "4": "COMPLETE", "7": "COMPLETE" } }