Viewing the dynamic related records in Information Request Playbook
Summarize
Summary of Viewing the Dynamic Related Records in Information Request Playbook
The Information Request Playbook allows users to view dynamic related records within the contextual side panel of the Customer Service Management (CSM) Configurable Workspace. These records change based on the current record or playbook activity, offering a tailored view relevant to the user's actions.
Show less
Key Features
- Dynamic Display: The Related Records tab shows records that change according to the context of the current record or playbook activity.
- Access Control: The displayed records depend on configured related record contexts and the agent's access permissions to data.
- Types of Related Records: Users can view various related records including Similar Information Requests, Open Case Tasks, Related Work Orders, Emails, Approvals, SLAs, and more.
- Customization Options: Various customization features are available for viewing and filtering related records, enhancing user experience.
Key Outcomes
By utilizing the dynamic related records feature, ServiceNow customers can efficiently navigate and manage related information, improving their workflow and decision-making process. Users can search, filter, and open records directly within the contextual side panel, thus streamlining their operations and enhancing productivity.
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 Information Request Playbook
You can view, search, and sort the records in the Related Records tab in the contextual side panel after you create an information request record.
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 Information Requests
- Open Case Tasks
- Related Work Orders
- Blocked Tasks
- Emails
- Approvals
- SLAs
- Escalations for the case
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 Customize 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 Customize 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. |