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I'm adjusting an on call escalation playbook that can be attached by another playbook into various cases The first step is a question asking for manual action to execute the rest of the playbook. I can adjust said on call escalation playbook to look at conditions such as case criticality or whether a particular datetime falls in a time like a stat holiday when we might want to escalate all cases anyway. 

I'm also looking for a way to add a switch/toggle somewhere that could be flipped by a manager manually to indicate that all cases should be escalated until the switch is flipped back manually.

I was thinking about adding doing so via reference lists (if certain value is present in certain list, then always run the playbook), but what permissions changes do I need to make so that the average user gets access to edit reference lists only (rather than being able to change everything in the environments tab for example)?

 


Hi @donkos 


You can use a reference list to trigger the playbook based on a particular value and then set up permissions so that users can only edit reference lists and not other parts of the environment tab.


Users can create scoped lists, but they can only create lists with scopes matching their assigned scopes or a subset of them. For example, a user with scopes A and B can create a reference list with scope A or with scopes A and B, but not with scopes A, B, and C.  Additional information on this can be found at  Configure data RBAC for reference lists .


This is a great way to allow users to edit reference lists without giving them access to edit other parts of the environment tab.


To implement this, you can create a new reference list with the scope that you want to use to trigger your playbook. Then, you can add the value that you want to use to trigger the playbook to the reference list. Next, you can create a new playbook rule that checks if the value in the case is present in the reference list. If it is, then the playbook will run.


You can further restrict access by using the "Specific permissions" section in the playbook permissions dialog. This section allows you to grant specific users or SOC roles within specific groups either edit or view access to the playbook. Permissions selected here override the default permissions that were previously set.


For example, you could tag Tier 3 as view only and select Alex Smith (who is in Tier 3) as having edit permissions. This would allow Alex Smith to edit the playbook, but other users in Tier 3 would only be able to view it.


I hope this helps.

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