Viewing the dynamic related records in License and Permit Playbook
Summarize
Summary of Viewing the dynamic related records in License and Permit Playbook
Within the License and Permit Playbook in the Customer Service Management (CSM) Configurable Workspace, agents can view dynamic related records through a contextual side panel. These related records automatically update based on the current license and permit request record or playbook activity, helping agents access relevant information efficiently during case handling.
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Key Features
- Dynamic Related Records Tab: Displays context-sensitive related records that change according to the current record or playbook stage and agent permissions.
- Contextual Variations: Different records appear depending on the playbook stage (e.g., Closed License/Permit Requests at Intake and Review stages; Open Case Tasks at Process and Decision stages).
- Types of Related Records: Includes 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, and Custom records.
- Read-Only Card View: Related records display as read-only cards by default, with an initial set filtered by record type.
- Search and Filter: Agents can filter related records by type and perform text searches within the list, highlighting matching records.
- Record Interaction: Agents can open related records in subtabs to view details and perform actions, switch to a list view of related records, or create new records directly from the related records list.
Practical Use for ServiceNow Customers
This functionality enables agents working in license and permit management to quickly access and compare relevant historical and current cases, identify blockers, and efficiently manage case progression. By leveraging dynamic related records, agents improve decision-making accuracy and reduce resolution times.
Customization options allow tailoring the displayed related records and filtering capabilities to match organizational workflows, ensuring agents see only the most pertinent information during each playbook phase.
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
- 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.
| 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 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 ( ) 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. |
) that you can select to view the Related Records list.