Viewing the dynamic related records in Service Request Playbook
Summarize
Summary of Viewing the dynamic related records in Service Request Playbook
In ServiceNow's Customer Service Management (CSM) Configurable Workspace, Service Request Playbooks provide a dynamic Related Records tab within the contextual side panel. This feature allows agents to view, search, sort, and interact with records related to the current service request or playbook activity. The related records adapt based on the context and the agent's permissions, enhancing situational awareness and efficiency when managing service requests.
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Key Features
- Dynamic Related Records: The Related Records tab shows records that change dynamically according to the current playbook step or record context.
- Record Types Displayed: Includes Similar Service Requests, Open Case Tasks, Work Orders, Blocked Tasks, Emails, Approvals, SLAs, and Escalations relevant to the case or customer.
- Default Related Records by Playbook Step: For example, 'Similar Service Requests' during Intake and Review stages, 'Open Case Tasks' during Process and Decision stages, and 'Approvals' during the Approve resources activity.
- Interaction Options: Agents can search related records via a text search field, filter by record type, expand cards for detailed views, open records or the entire related record list in subtabs, and create new related records if permitted.
- Customization: Agents can customize the related records view by selecting record types to display, searching within the list, and switching between card and list views to suit their workflow.
Practical Use for ServiceNow Customers
This functionality enables agents and service desk users to efficiently access all relevant information linked to a service request without leaving the playbook context. By dynamically surfacing related records, it accelerates case resolution, improves decision-making, and ensures no critical related activity is overlooked. The ability to create new related records directly from the playbook enhances productivity by streamlining record management.
You can view the dynamic related records in the playbook contextual side panel in CSM Configurable Workspace. These records dynamically change based on the current record or playbook activity.
Using related records in Service Request Playbook
You can view, search, and sort the records in the Related Records tab in the contextual side panel after you create a service request record. For details on how to create a record, see Create a service request record using playbooks in Public Sector Digital Services.
The Related Records tab displays the related records that dynamically change based on the context of the current record or playbook activity. The records that are displayed in the Related Records tab depend on the following settings:
- The related record contexts and definitions that have been configured for a record or playbook activity.
- The agent's access permissions to data.
Types of related records
- Similar Service Requests
- Open Case Tasks
- Related Work Orders
- Blocked Tasks
- Emails
- Approvals
- SLAs
- Escalations for the case or customer
Default related records
The following table shows the default related records that are based on each playbook step.
| Stage | Playbook Activity | Default related record |
|---|---|---|
| lntake | All activities | Similar Service Requests |
| Review | Check similar requests |
Similar Service Requests |
| Review |
|
Open Case Tasks |
| Process |
|
Open Case Tasks |
| Process | Approve resources | Approvals |
| Decision | All activities |
Open Case Tasks |
You can search the Related Records list by entering the text in the search field or by filtering the list to display the records of a specific type. You can expand a card to show a more detailed view or open the list in a subtab. If you have the create permission, you can also create new related records of the selected type.
Customizing the related records view
The following table lists the customization options for the related records view.
| Task | Description |
|---|---|
| View the related records in the contextual side panel | Related Records icon ( Related records appear as a card format in the list. The initial set of records that display in the list is determined by the record type that you select in the filter at the top of the list. |
| Select the type of related record to view | Filter at the top of the Related Records list where you can select the type of related records to view. You can also use the filter to see the current selection. For more information, see Customizing the related records view in Service Request Playbook. |
| Search the related records list | Search field at the top of the Related Records list to perform a text search. Records that match the search text are highlighted. For more information, see Customizing the related records view in Service Request Playbook. |
| Open a related record in a subtab | Card in the Related Records list that you can use to open the record in a subtab under the parent record. In the subtab, you can view the record details and perform the available actions. |
| Open the related record list in a list view in a subtab | List view icon ( ) to display the related records in a list view in a subtab under the parent record. |
| Create a new record for the selected related list | New record for the record type that is currently selected in the Related Records list. This action opens a new record form in a subtab under the parent record. |
) that you can select to view the Related Records list.