Using the Related Records tab in the contextual side panel

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Using the Related Records tab in the contextual side panel

    The Related Records tab in the contextual side panel allows agents to efficiently view, search, and sort records that are related to the current record or playbook activity. The displayed related records dynamically adjust based on the context and the agent’s data access permissions, providing a focused and relevant set of information.

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    Key Features

    • Dynamic Related Records Display: The records shown depend on configured related record contexts and definitions for the current record or playbook activity, as well as the agent’s permissions.
    • Record Type Filtering: Agents can filter the related records displayed by selecting the record type from a dropdown filter at the top of the tab. This filter reflects the related lists configured for the parent record.
    • Search Capability: A search field enables text-based searches within the selected related record type, highlighting matching records. Note that search may be disabled for some record types.
    • Record Interaction: Related records can be opened as sub-tabs under the parent record, allowing agents to view details and perform actions without losing context.
    • List View Option: Agents can switch from card view to a list view of related records in a sub-tab for easier scanning and bulk actions.
    • Create New Related Records: Agents can quickly create a new record for the selected related list type via an icon, opening a form in a sub-tab for data entry and saving.

    Practical Benefits for ServiceNow Customers

    This feature streamlines an agent’s workflow by consolidating relevant related records within the side panel, eliminating the need to navigate away from the current record. It enhances productivity by enabling quick filtering, searching, and direct interaction with related records, supporting faster issue resolution and better data management. The ability to create new related records directly from the panel further accelerates service delivery processes.

    Agents can view, search, and sort the records in the Related Records tab in the contextual side panel.

    The Related Records tab displays 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.
    Table 1. Related Records tab in the contextual side panel
    Task Steps
    View related records in the contextual side panel

    Click the Related Records tab (Related Records tab in the contextual side panel) to view the Related Records list.

    Related records appear in the list in a card format. The initial set of records displayed in the list is determined by the record type selected in the filter at the top of the list.
    Select the type of related record to view
    Use the filter at the top of the Related Records list to select the type of related records to view. Agents can also use the filter to see the current selection.
    1. Click the filter icon (Related records list filter icon).
    2. Select a record type from the dropdown menu.

    The dropdown menu includes the related lists that have been configured for the parent record.
    Search the related records list
    Use the search field at the top of the Related Records list to perform a text search. Records that match the search text are highlighted.
    1. Enter the search text in the search field at the top of the Related Records list.
    2. Click the search icon.
    Note:
    The search field is grayed out if search is not available for the selected type of related records.
    Open a related record in a sub-tab Click a card in the Related Records list to open the record in a sub-tab under the parent record. In the sub-tab, the agent can view the record details and perform available actions.
    Open the related record list in a list view in a sub-tab Click the list view icon (Related records tab list view icon) to display the related records in a list view in a sub-tab under the parent record.
    Create a new record for the selected related list
    Create a new record for the record type currently selected in the Related Records list. This action opens a new record form in a sub-tab under the parent record.
    1. Click the create record icon (Related records tab create record icon) at the top of the Related Records list.
    2. Fill in the fields on the record form and click Save.