Configure dynamic related records
- UpdatedFeb 1, 2024
- 4 minutes to read
- Washington DC
- Customer Service Management
System administrators can configure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable Workspace. These records dynamically change based on the context of the current record or playbook activity.
- Related record contexts
- Related record definitions
- Context related record definitions
| Record type | Description |
|---|---|
| Related record context | Defines the context in which related records appear in the Related Records tab.
You can create a related record context for the following types of records:
A context record identifies the following information:
|
| Related record definition | Identifies one specific type of data to be retrieved, such as SLAs or active contracts. You can create a related record definition for each type of data to include in the Related Records tab and then associate one or more definitions with a context record. |
| Context related record definition | Defines the relationship between a context record and its associated definition records. When you open a context record, you can see the associated definition records in the Context Related Record Definitions related list. |
How the context and definition records work
- Select the table that stores the activity: Activity Execution [sys_pd_activity_context].
- Define additional conditions that apply to the selected table:
- [Activity.Process definition] [is] [Onboarding playbook]
- [Activity] [is] [Add additional members]
- Select the related record definitions to execute: Additional Members
- When it finds a match, the system evaluates the conditions defined in the context.
- If the conditions evaluate to true, the system executes the related record definitions for the context.
- Checks the active contexts and finds Onboarding Additional Members.
- Evaluates the conditions in the context and determines that they evaluate to true.
- Executes the Additional Members related record definition.
- Retrieves and displays the correct set of records from the table identified in the Additional Members related record definition. In this case, the Related Party [sn_customerservice_related_party] table.
The definition record uses a script to define which related records are retrieved based on the context. This record also includes the table where the related record data is stored. At runtime, the script evaluates the context of the current record or playbook activity, along with any conditions, and dynamically displays the related record data.
Dynamic related record configuration tasks
- Configure the related record contexts and definitions to identify which related records to display in the Related Records tab.
- Configure the card layout for the records displayed in the Related Records tab.
- Configure the maximum number of related records to display.
Related Records list card layout
Records appear in the Related Records tab in a card format. This format is created with Entity View Action Mapper (EVAM), a ServiceNow AI Platform application that standardizes how different data sources display in cards and lists.
- EVAM view configuration: Combines conditions, the table and table fields, and declarative actions with an associated view template.
- EVAM view template: Contains the JSON used to give the necessary information for the card display and use.
EVAM view configurations can be grouped together to create configuration bundles. The Dynamic Related Records for Configurable Workspace plugin includes a configuration bundle, dynamic_related_records_bundle, which contains view configurations and view templates for the dynamic related records feature.
Related record definitions included with the plugin
The Dynamic Related Records for Configurable Workspace plugin includes several related record definitions for case records. To view a list of definitions, navigate to Dynamic Related Record > Related Record Definitions.
The system administrator can make any of these definitions available to agents by adding them to the related records shared page in UI Builder.| Related record definition | Description |
|---|---|
| SLAs | Displays SLAs for a case, including information from the following fields:
|
| Emails | Displays emails for a case, including information from the following fields:
|
| Escalations | Displays escalations for a case or for the account and contact or consumer, including
information from the following fields:
|
| Blocked By | Displays blocking tasks for a case, including information from the following
fields:
|
| Child Cases | Displays child cases related to a case, including information from the following
fields:
|