---
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


---

# Configure the Similar Records Activity UI

# Configure the Similar Records Activity UI in Service Request Administration {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The Similar Records Activity UI uses the name and description of existing cases to display a list of cases associated with the current case, allowing an agent to determine whether the current case is a duplicate of an
existing case. Similar records can also provide helpful information about a current case.

## Before you begin

Role required: admin

## Procedure

1. Navigate to AllProcess AutomationWorkflow Studio.
2. Select Service Request.
3. Under Intake, select Add Activity.
4. SelectPlaybooks for Customer Service ManagementSimilar Records
5. Under When to Start, select With Previous from the dropdown.
6. Select View all properties, then Automation.
7. Select the arrow next to Record, and select Trigger- Service RequestService Request Record.
8. Under Conditions, select Stageis notIntake.
9. Toggle Advanced in the top right corner of the screen.
10. Select Experience, and set the associated table to "Service Request".
11. Set the associated record to Trigger- Service RequestService Request Record
12. **Optional:** To set parameters for.
13. Set the title to This activityLabel.
14. Select Done, then select Activate.

## Result

The Similar Records UI activity is now configured, and the modal should now display when you open a new or existing Service Request Administration.

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