Viewing the dynamic related records in License and Permit Playbook

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

    The dynamic related records feature in the License and Permit Playbook allows users to view, search, and sort related records in the contextual side panel of the CSM Configurable Workspace. These records adapt based on the current record or playbook activity, enhancing the decision-making process throughout different stages of a license and permit request.

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    Key Features

    • Dynamic Display: Related records displayed in the Related Records tab change based on the context of the current record or playbook activity.
    • Record Types: Users can view various types of related records including SLAs, Escalations, Open Case Tasks, and more, based on their access permissions and playbook stages.
    • Customization Options: Users can filter record types, search for specific records, and open records in subtabs for detailed viewing and actions.

    Key Outcomes

    By leveraging the dynamic related records feature, ServiceNow customers can effectively manage and compare license and permit requests, ensuring agents have relevant information readily accessible. This capability is crucial during the Intake, Review, Process, and Decision stages, ultimately leading to improved case resolution and workflow efficiency.

    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 License and Permit Playbook

    You can view, search, and sort the records in the Related Records tab in the contextual side panel after you create an license and permit 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.

    Different related records appear based on each playbook stage and step. At the Intake and Review stages, the agent should see similar Closed License/Permit Requests, so they can compare the outcome of similar requests. At the Process and Decision stages, agents should see any Open Case Tasks that are preventing the case from moving to the next step, or being resolved and closed.

    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:
    • SLAs
    • Escalations
    • Blocked By
    • Open Case Tasks
    • Similar License/Permit Requests
    • Emails
    • Draft Emails
    • Documents
    • Approvals
    • Knowledge Gaps
    • Install Base
    • Attached Knowledge
    • Requests
    • Interactions
    • Related Cases
    • Special Handling Notes
    • Appointments
    • Related Parties

    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.