Viewing the dynamic related records in Information Request Playbook

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

    In the Washingtondc release of ServiceNow, you can access dynamic related records in the Information Request Playbook through the contextual side panel in the CSM Configurable Workspace. These records change based on the current record or playbook activity, allowing for a tailored view of pertinent information.

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    Key Features

    • Related Records Tab: After creating an information request record, you can view, search, and sort related records in the Related Records tab.
    • Dynamic Display: The records displayed depend on configured contexts, definitions, and the agent's data access permissions.
    • Types of Related Records: You can view various related records, including Similar Information Requests, Open Case Tasks, Related Work Orders, Blocked Tasks, Emails, Approvals, SLAs, and Escalations.
    • Customization Options:
      • View Records: Access related records through an icon in the contextual side panel.
      • Filter Records: Use a filter to select the type of related records displayed.
      • Search Functionality: Perform text searches to highlight matching records.
      • Open Records: Open related records in a subtab to view details and perform actions.
      • List View: Display related records in a list view in a subtab.
      • Create New Record: Initiate a new record for a selected related list type.

    Key Outcomes

    By utilizing the dynamic related records feature, ServiceNow customers can efficiently manage information requests, ensuring they have quick access to relevant data and actions tailored to their specific needs and permissions. This enhances overall workflow efficiency and supports better decision-making within playbook activities.

    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

    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 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.

    Table 1. 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 (Open in a subtab 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.