Viewing the dynamic related records in Service Request Playbook

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Viewing the Dynamic Related Records in Service Request Playbook

    The dynamic related records feature in the Service Request Playbook allows users to view, search, and sort related records in the contextual side panel of the CSM Configurable Workspace. These records change according to the current service request or playbook activity, providing relevant context for users.

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    Key Features

    • Dynamic Display: The Related Records tab updates based on the playbook activity and user permissions, showcasing records such as similar service requests, open case tasks, and approvals.
    • Search and Filtering: Users can easily search through related records using a search field or filter by specific record types.
    • Customization Options: Users can customize the view of related records, including displaying them in card format, filtering types, and opening detailed views in subtabs.
    • Creation Permissions: If the user has the necessary permissions, they can create new related records directly from the Related Records list.

    Key Outcomes

    By utilizing the dynamic related records feature, ServiceNow customers can efficiently manage and access relevant information related to service requests. This capability streamlines the workflow, enhances visibility into related tasks, and improves overall service delivery within the playbook framework.

    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

    The related records appear in the list as a read-only card. 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. Depending on the related record configuration for the source record or playbook activity, you can see the following 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.

    Table 1. Default related records
    Stage Playbook Activity Default related record
    lntake All activities Similar Service Requests
    Review

    Check similar requests

    		 Similar Service Requests
    Review
    • Inspect and report
    • Record findings
    		 Open Case Tasks
    Process
    • Assess resources
    • Perform work
    		 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.

    Table 2. Customizing the Related records view
    Task Description
    View the related records in the contextual side panel

    Related Records icon (Related Records icon.) that you can select to view the Related Records list.

    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 (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.