---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure dynamic related records

# Configure dynamic related records {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
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## Summary of Configure dynamic related records

The dynamic related records feature in the Customer Service Management (CSM) Configurable Workspace allows system administrators to display contextually relevant related records in the side panel.
These records update dynamically based on the current record or playbook activity, enhancing agent efficiency by providing timely and pertinent information.
Show full answer Show less  

## Key Features

* **Related Record Contexts:** Define when and where related records appear, based on specific tables (e.g., customer service case or playbook activity) and conditional logic that determines applicability at runtime.
* **Related Record Definitions:** Specify particular data types to retrieve and display, such as SLAs, emails, escalations, child cases, or blocking tasks.
* **Context Related Record Definitions:** Link context records with one or more related record definitions to control which related data is shown for each context.
* **Runtime Evaluation:** At runtime, the system matches the current record or playbook activity to related record contexts, evaluates conditions, and dynamically retrieves and displays the appropriate related records.
* **Card Layouts via EVAM:** Related records display in card format using the Entity View Action Mapper (EVAM), a ServiceNow AI Platform tool that standardizes data presentation through configurable view templates and view configurations.
* **Prebuilt Definitions:** The Dynamic Related Records for Configurable Workspace plugin includes preconfigured related record definitions for common case-related data types, which can be customized or extended by administrators.

## Practical Configuration Tasks

* Create and configure related record contexts to specify which records to show based on the source record or playbook activity.
* Define related record definitions that determine the data retrieved and displayed for each context.
* Customize the card layouts for how related records appear in the side panel using EVAM view configurations and templates, enabling tailored, clear displays.
* Set limits on the maximum number of related records shown to maintain usability and performance.

## Benefits for ServiceNow Customers

By configuring dynamic related records, ServiceNow customers can provide agents with contextual, actionable information directly within the workspace. This streamlines case handling and playbook execution by reducing the need to navigate away from the current record, improving agent productivity and customer experience.  
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.
Configuring the dynamic related records feature involves several types of records. See the following table for details about these record types.

* Related record contexts
* Related record definitions
* Context related record definitions
{#dynamic-related-records-configure__ul_ccy_1lc_gqb}  
{#dynamic-related-records-configure__table_s4x_hbc_gqb__entry__2}

| 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 source record, such as a customer service case * A playbook activity, such as adding additional members to an onboarding case {#dynamic-related-records-configure__ul_jss_jn4_t4b} A context record identifies the following information: * The table that contains the type of record for which related records are being configured. * Additional conditions that apply to the selected table. These conditions determine if the related record definitions for the selected table are executed at runtime. * The types of related records to display, such as SLAs or emails. {#dynamic-related-records-configure__ul_ihv_xbc_gqb} |
| 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. |
[Table 1. Dynamic related record types]

{#dynamic-related-records-configure__table_s4x_hbc_gqb}For more information about these tables, including field descriptions, see [Dynamic related record
tables](https://www.servicenow.com/docs/PW0u5Liq2uqIpgPATi~J~g "The dynamic related records feature uses different tables to store context and definition information.").

## How the context and definition records work {#dynamic-related-records-configure__section_x15_svq_gqb}

The context record defines the context in which related records appear in the Related Records tab. This includes conditions to apply to the selected record type. For example, to create a context record for an onboarding playbook activity:

1. Select the table that stores the activity: Activity Execution \[sys_pd_activity_context\].
2. Define additional conditions that apply to the selected table:
   * \[Activity.Process definition\] \[is\] \[Onboarding playbook\]
   * \[Activity\] \[is\] \[Add additional members\]
   {#dynamic-related-records-configure__ul_w5b_cfc_gqb}These conditions determine if the related record definitions for the selected table are executed at runtime. If the conditions evaluate to true, the definitions are executed. If false, the definitions are ignored. If a context has no conditions, this evaluates to true.
3. Select the related record definitions to execute: Additional Members
{#dynamic-related-records-configure__ol_tmk_l2c_gqb}  
At runtime, the system checks to see if there are related record contexts that match the current record or playbook activity.

* 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.
{#dynamic-related-records-configure__ul_lvt_wzq_gqb}  
To continue with the example above, an agent using the Case Playbook for Onboarding is currently working on the activity to add additional members. The system performs the following actions to display the correct related records:

* 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.
{#dynamic-related-records-configure__ul_dxb_w1r_gqb}

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 {#dynamic-related-records-configure__section_plg_skg_cqb}

Configuring the dynamic related records feature includes the following 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.
{#dynamic-related-records-configure__ul_qnc_vkg_cqb}

## Related Records list card layout {#dynamic-related-records-configure__section_frn_4xm_jpb}

Records appear in the Related Records tab in a card format. This format is created with
[Entity View Action Mapper](https://www.servicenow.com/docs/access?context=entity-view-action-mapper&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) (EVAM), a ServiceNow AI Platform application that standardizes how
different data sources display in cards and lists.  
EVAM uses view configurations and view templates to determine how information for each type of related record is displayed.

* 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.
{#dynamic-related-records-configure__ul_yq4_lcp_cqb}

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.  
The system administrator can modify the view configurations in the dynamic_related_records_bundle or create new view configurations. This includes selecting the fields that are displayed on the card for each type of record. For more information, see:

* [Define an EVAM view
  configuration](https://www.servicenow.com/docs/access?context=configuring-entity-view-action-mapper&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
* [Define an EVAM view
  template](https://www.servicenow.com/docs/access?context=define-evam-template&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US)
{#dynamic-related-records-configure__ul_tb2_pfp_cqb}

## Related record definitions included with the
plugin {#dynamic-related-records-configure__section_khj_gwl_jpb}

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 RecordRelated 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.  
{#dynamic-related-records-configure__table_kbr_yjl_lpb__entry__2}

| Related record definition | Description |
|-|-|
| SLAs | Displays SLAs for a case, including information from the following fields: * Stage * SLA definition * Start time * Business time left {#dynamic-related-records-configure__ul_f4n_fkl_lpb} |
| Emails | Displays emails for a case, including information from the following fields: * Notification type * Subject * Recipient * Date created {#dynamic-related-records-configure__ul_xnh_kkl_lpb} |
| Escalations | Displays escalations for a case or for the account and contact or consumer, including information from the following fields: * State * Number * Escalation severity * Source record {#dynamic-related-records-configure__ul_nt2_pkl_lpb} |
| Blocked By | Displays blocking tasks for a case, including information from the following fields: * Blocking task * Blocking reason {#dynamic-related-records-configure__ul_vt1_vkl_lpb} |
| Child Cases | Displays child cases related to a case, including information from the following fields: * Number * Short description * Account and contact * Consumer {#dynamic-related-records-configure__ul_vf4_xkl_lpb} |
[Table 2. Related Record Definitions table]

{#dynamic-related-records-configure__table_kbr_yjl_lpb}

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