--- sourceDocument: Australia Public Sector sourceDocumentLink: https://www.servicenow.com/docs/r/australia/government-industry Release : - australia ft:locale : - en-US ft:publication_title : - Australia Public Sector ft:clusterId : - gvin bundleId : - gvin workflow : - Customer and Industry --- # Viewing the dynamic related records # Viewing the dynamic related records in Service Request Administration {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Viewing the dynamic related records in Service Request Administration In ServiceNow's Public Sector Workspace, you can view dynamic related records within the playbook contextual side panel while managing service requests. These related records automatically update based on the current record or playbook activity, helping agents access relevant information efficiently within Service Request Administration. Show full answer Show less ## Key Features * **Dynamic Related Records Tab:** Displays records related to the current service request or playbook step, adapting dynamically based on configured contexts and the agent's data access permissions. * **Types of Related Records:** Includes similar service requests, open case tasks, related work orders, blocked tasks, emails, approvals, SLAs, and escalations relevant to the case or customer. * **Default Related Records by Playbook Stage:** Each playbook step shows default related records, such as similar service requests during intake and review stages, open case tasks during process and decision stages, and approvals during the approve resources activity. * **Search and Filter Capabilities:** Agents can quickly find specific related records by text search or by filtering the list by record type. * **Card and List Views:** Related records appear as read-only cards, which can be expanded for details or opened in subtabs. Users can also switch to a list view for easier browsing. * **Creation of New Related Records:** If the agent has create permissions, they can initiate new related records directly from the related records panel. ## Practical Use and Customization ServiceNow customers can customize how related records are viewed and managed within the playbook side panel to streamline case handling and improve contextual awareness. The interface allows: * Selection of related record types via a filter at the top of the list. * Text searching to highlight matching records. * Opening related records in subtabs for detailed review and action. * Switching between card view and list view depending on the user's preference. * Creating new related records from within the panel when permitted. This dynamic and customizable related records feature enables agents to efficiently access critical information linked to service requests, improving responsiveness and case resolution within Service Request Administration. You can view the dynamic related records in the playbook contextual side panel in Public Sector Workspace. These records dynamically change based on the current record or playbook activity. ## Using related records in Service Request Administration {#psds-playbook-viewing-rel-records__section_v5j_hkj_rvb} You can view, search, and sort the records in the Related Records tab in the contextual side panel after you create a service request record. For details on how to create a record, see [Create a service request record using playbooks in Public Sector Digital Services](https://www.servicenow.com/docs/gJjlIaTI6PmHuR8l1Deu3g "Create a service request record in the Public Sector Digital Services application by using a Service Request Administration activity. By using a playbook, you can have an efficient, streamlined way to create and resolve a service request."). 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. {#psds-playbook-viewing-rel-records__ul_kzz_swx_bvb} ## Types of related records {#psds-playbook-viewing-rel-records__section_brd_4kj_rvb} 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 Service Requests * Open Case Tasks * Related Work Orders * Blocked Tasks * Emails * Approvals * SLAs * Escalations for the case or customer {#psds-playbook-viewing-rel-records__ul_sdm_5zx_bvb} ## Default related records {#psds-playbook-viewing-rel-records__section_l3x_jkj_rvb} The following table shows the default related records that are based on each playbook step. {#psds-playbook-viewing-rel-records__table_tg2_mkg_cvb__entry__3} | Stage | Playbook Activity | Default related record | |-|-|-| | Intake | All activities | Similar Service Requests | | Review | Check similar requests | Similar Service Requests | | Review | * Inspect and report * Record findings {#psds-playbook-viewing-rel-records__ul_ztd_5kg_cvb} | Open Case Tasks | | Process | * Assess resources * Perform work {#psds-playbook-viewing-rel-records__ul_kw3_ykg_cvb} | Open Case Tasks | | Process | Approve resources | Approvals | | Decision | All activities | Open Case Tasks | [Table 1. Default related records] {#psds-playbook-viewing-rel-records__table_tg2_mkg_cvb} You can search the Related Records list by entering the text in the search field or by filtering the list to display the records of a specific type. You can expand a card to show a more detailed view or open the list in a subtab. If you have the create permission, you can also create new related records of the selected type. ## Customizing the related records view {#psds-playbook-viewing-rel-records__section_z5f_lkj_rvb} The following table lists the customization options for the related records view. {#psds-playbook-viewing-rel-records__table_dyn_rel_records_in_side_panel__entry__2} | Task | Description | |-|-| | View the related records in the contextual side panel | 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 [Customize the related records view in Service Request Administration](https://www.servicenow.com/docs/lwJXqZKcS43w6_LCoYyugg "You can customize the related records view in Service Request Administration."). | | 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 [Customize the related records view in Service Request Administration](https://www.servicenow.com/docs/lwJXqZKcS43w6_LCoYyugg "You can customize the related records view in Service Request Administration."). | | 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 (![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. | [Table 2. Customizing the Related records view] {#psds-playbook-viewing-rel-records__table_dyn_rel_records_in_side_panel}