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Using the contextual side panel › Using Service Request Playbooks › Playbooks › Use › Public Sector Digital Services \(PSDS\)
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Viewing the dynamic related records in Service Request Playbook

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.

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.

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

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

StagePlaybook ActivityDefault related record
lntakeAll activitiesSimilar Service Requests
ReviewCheck similar requestsSimilar Service Requests
Review- Inspect and report - Record findingsOpen Case Tasks
Process- Assess resources - Perform workOpen Case Tasks
ProcessApprove resourcesApprovals
DecisionAll activitiesOpen 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.

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

TaskDescription
View the related records in the contextual side panelRelated Records icon \(
Image omitted: related-records-icon.png
Related Records icon.\) 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 viewFilter 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 listSearch 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 subtabCard 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 subtabList view icon \(
Image omitted: dynamic-related-records-list-view-icon.png
List view icon.\) to display the related records in a list view in a subtab under the parent record.
Create a new record for the selected related listNew 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.