Viewing the dynamic related records in Service Request Playbook

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read
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    Summary of Viewing the dynamic related records in Service Request Playbook

    In the Customer Service Management (CSM) Configurable Workspace, ServiceNow customers can efficiently view dynamic related records within the Service Request Playbook's contextual side panel. These related records automatically update based on the current service request record or playbook activity, providing agents with relevant contextual information to support case handling and decision-making.

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    Key Features

    • Dynamic Related Records Tab: After creating a service request record, agents can view, search, and sort related records in the Related Records tab, which adapts dynamically to the context of the current record or playbook step.
    • Record Types Supported: Related records include similar service requests, open case tasks, related work orders, blocked tasks, emails, approvals, SLAs, and escalations associated with the case or customer.
    • Default Related Records per Playbook Stage: Each playbook activity stage has predefined related records such as Similar Service Requests during Intake and Review, Open Case Tasks during Process and Decision stages, and Approvals at the resource approval step.
    • Search and Filter Capabilities: Agents can use a search field to find records by text and a filter to select specific types of related records to display, enhancing navigation and focus.
    • Interactive Record Cards: Related records are displayed as read-only cards with options to expand for more details or open fully in subtabs for further actions.
    • Record Creation: If agents have create permissions, they can initiate new related records directly from the playbook interface for the selected record type, streamlining workflow within the playbook context.

    Customizing the Related Records View

    ServiceNow customers can tailor how related records appear and are accessed within the playbook side panel:

    • View Related Records: Use the Related Records icon to toggle the side panel list of dynamic related records.
    • Select Record Types: A filter at the top allows selection of which related record types to view, facilitating focus on relevant data.
    • Search Field: Enables text-based searches within the related records list with matching results highlighted.
    • Open Records in Subtabs: Individual cards can be opened in subtabs for detailed viewing and actions without leaving the playbook context.
    • List View Option: Switch to a full list view of related records in a subtab for easier bulk navigation.
    • Create New Records: Launch new related records using a dedicated button when permitted, directly linked to the currently selected related record type.

    Practical Benefits for ServiceNow Customers

    This feature enhances agent productivity by providing immediate access to all relevant related records directly within the service request playbook. It supports faster case resolution, better resource assessment, and improved decision-making by dynamically tailoring the related information based on playbook stage and user permissions. Customization options allow organizations to align the related records display with their specific workflows and agent needs.

    You can view the dynamic related records in the playbook contextual side panel in CSM Configurable Workspace. These records dynamically change based on the current record or playbook activity.

    Using related records in Service Request Playbook

    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.

    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.

    Types of related records

    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

    Default related records

    The following table shows the default related records that are based on each playbook step.

    Table 1. Default related records
    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
    		 Open Case Tasks
    Process
    • Assess resources
    • Perform work
    		 Open Case Tasks
    Process Approve resources Approvals
    Decision

    All activities

    		 Open Case Tasks

    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

    The following table lists the customization options for the related records view.

    Table 2. Customizing the Related records view
    Task Description
    View the related records in the contextual side panel

    Related Records icon (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 Playbook.
    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 Playbook.
    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.