Viewing the dynamic related records in Service Request Playbook
Summarize
Summary of Viewing the dynamic related records in Service Request Playbook
ServiceNow's Service Request Playbook in the Customer Service Management (CSM) Configurable Workspace allows agents to view dynamic related records in a contextual side panel. These related records update automatically based on the current service request record or playbook activity, helping agents access relevant information quickly and efficiently.
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Key Features
- Dynamic Related Records Tab: Displays related records that change contextually depending on the service request or playbook step.
- Record Types Displayed: Includes similar service requests, open case tasks, related work orders, blocked tasks, emails, approvals, SLAs, and escalations pertinent to the case or customer.
- Filtering and Searching: Agents can filter related records by type using a filter at the top of the list and perform text-based searches to quickly locate specific records.
- Read-Only Cards and Expanded Views: Related records appear as read-only cards that can be expanded for more details or opened in subtabs to view full details and perform available actions.
- Record Creation: If agents have create permissions, they can initiate new related records directly from the Related Records tab, streamlining case management.
- Customization Options: The view can be customized by selecting which related record types to display, searching within the list, opening records in subtabs, and switching between card or list views.
Key Outcomes
- Provides agents with immediate access to contextual related data without leaving the playbook, improving efficiency and decision-making.
- Supports proactive case resolution by surfacing similar requests and relevant tasks, approvals, or escalations linked to the current case.
- Enhances user experience through flexible filtering, searching, and record creation capabilities within the playbook environment.
- Ensures data visibility respects agent permissions, maintaining security and compliance.
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
- 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.
| Stage | Playbook Activity | Default related record |
|---|---|---|
| lntake | All activities | Similar Service Requests |
| Review | Check similar requests |
Similar Service Requests |
| Review |
|
Open Case Tasks |
| Process |
|
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.
| Task | Description |
|---|---|
| View the related records in the contextual side panel | Related Records icon ( 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 ( ) 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. |
) that you can select to view the Related Records list.