Relationship in CSM Module
						
					
					
				
			
		
	
			
	
	
	
	
	
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09-10-2025 01:29 AM
Hi,
In CSM/PSDS module, how are we handing parental relationship information ?
Is there a more effective or standardized way to store parental information (such as father and mother names) for a household member given that these are simple string fields in a form view and not linked to system users rather than creating separate multiple field as first name,email, Address etc..
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09-10-2025 01:35 AM
Hi @RathikaTS
Here are two more standardized ways depending on how complex your requirement is:
1. Relationship records (recommended for PSDS/CSM household modeling)
- Create a Parental Relationship table (or use an extension of the existing Relationship table in ServiceNow).
- Store entries like:
- Child → Parent (relationship type = father, mother, guardian, etc.)
- Each entry links two Contact/Household Member records (sys_user or sn_customerservice_contact).
- Benefits:
- Normalized structure (no duplication of parent info).
- Easy to query/report (e.g., “get all children of X”).
- Scalable for other relationships (guardian, sibling, foster parent, etc.).
- Drawback: Requires more setup (table + reference fields + UI config).
2. Extended Contact/Household Model (simpler but structured)
- If you don’t want a relationship table, create a reference field to sn_customerservice_contact (or your household member table) for Father and Mother.
- Example:
- Field: father → Reference to Household Member
- Field: mother → Reference to Household Member
- This way, you don’t store just strings — you store actual related records.
- Drawback: limited if you need more than two parents/guardians (but okay for simple cases).
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09-10-2025 02:15 AM
Thanks Rafael for your quick suggestion, let me try it in our instance.
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09-15-2025 12:09 AM
Hi Rafale,
We have tried to implement 1st solution in our instance, but what is the challenge means, all fields like First Name, Last Name, Age, Gender, Email, Address etc for father & Mother are in STRING fields but as per your solution it should be REFERENCE to use it in the relationship table.
Is there a way to get the string fields or any other alternate solution would be appreciated?
Thanks in advance,
Rathika
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09-15-2025 12:57 AM
Can you explain the use case for your requirement ?
Check below documentation links for household, household member and consumer relationship
If this helped to answer your query, please mark it helpful & accept the solution.
Thanks,
Bhuvan
