Viewing the dynamic related records in Information Request Playbook

  • Release version: Yokohama
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Viewing the dynamic related records in Information Request Playbook

    In the Information Request Playbook within the Customer Service Management (CSM) Configurable Workspace, agents can view dynamic related records through a contextual side panel. These related records update automatically based on the current record or playbook activity, helping agents access relevant information quickly and efficiently.

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    Key Features

    • Dynamic Related Records Tab: After creating an information request record, agents can access the Related Records tab in the side panel to view records that change dynamically according to the current context and playbook activity.
    • Context and Permissions Based Display: The displayed related records depend on configured related record contexts and definitions, as well as the agent’s access permissions.
    • Variety of Related Record Types: Records are shown as read-only cards and include types such as Similar Information Requests, Open Case Tasks, Related Work Orders, Blocked Tasks, Emails, Approvals, SLAs, Escalations, and custom types depending on configuration.
    • Filtering and Searching: Agents can filter the displayed related records by record type using a filter at the top of the list. A search field is available to perform text searches within the related records, with matches highlighted for easy identification.
    • Record Interaction: Related records can be opened as subtabs under the parent record to view details and perform available actions. Additionally, agents can switch to a list view for related records or create new records directly from the related records interface.

    Practical Use for ServiceNow Customers

    This feature enables agents working within the Information Request Playbook to efficiently access and navigate contextually relevant records without leaving their workspace. By dynamically presenting related records based on the current task, it streamlines case handling and improves response times. The ability to filter, search, open, and create related records in subtabs further enhances productivity and user experience.

    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.