Set up the items that are related to the open record so that agents can get a better
understanding of the record and its impact.
Related items appear like tabs above the form pane. There are three types of
items:
The highlighted section in this image is called the Related Items menu.
You set up related lists for each table. For example, the related lists that are
displayed are the same for all incident records. The related lists that are
displayed are the same for all case records but are likely different from those
displayed for incident records.
-
Navigate to the table that you want to create a related list for. For example,
in the navigation filter, enter Incident to set up
related lists for all incident records.
-
Click any of the records to open it.
-
Right-click the menu icon (
) and navigate to .
-
On the Configuring related lists form, move the fields that you want in the
related lists section from the Available column to the Selected column.
- (Optional)
Select a field in the Selected column and use the vertical arrow heads on the
right to move the field in the list order.
-
Click Save.
- (Optional)
Change the order of the items in the Related Items menu.
By default, Details appears on the left.
-
Navigate to and click New.
-
On the form, fill in the fields.
-
On the Conditions tab, specify the
role users must have and the record field
conditions that must be met for this reordering to appear.
For example, you can select the condition State is
resolved.
-
To order the items in the Related Items menu, on the Form
Tabs tab, clear the Default Tab
Order check box, click the lock icon (
) next to Tab Order.
You can then reorder the items in the Related Items menu by selecting
the lists that you want to move. Then, use the up and down arrow to move
them.
-
Click Submit unless you want to select which
item in the Related Items menu appears in the form pane when record view
opens.
If you do want to choose what appears in the form pane when record
view opens, right-click the top banner, click
Save, and proceed to the next step.
The following example shows that Details is no
longer on the left.

- (Optional)
Specify which item in the Related Items menu appears in the form pane when
record view opens.
By default, the left-most item is in focus when a record opens. You can,
however, put a different item in focus.
-
Navigate to and click the workspace view rule that you want to
edit.
-
On the Form Tabs tab, open the
Default Tab Focus list and select the item
that should be in focus when an agent opens a record in the table that
is specified in this rule.
-
Click Submit.
The following image shows that Impacted
Services/CIs rather than the Affected
CIs is in focus when the record opens.

- (Optional)
Automatically jump to a section in the form pane when conditions are met.
By default, when Details is in focus in the Related
Items menu, the first section opens. You can, however, set conditions for the
Details to open on a different section.
Details usually displays many sections in the form
pane that require scrolling to reach. If there is a typical work pattern for
agents, you can save agents' time by automatically scrolling to the relevant
section when conditions are met. For example, when the condition,
State is On hold, is true, automatically scroll to
the tenth section in Details because that is a section
that agents need for their resolution notes.
-
Navigate to and click the workspace view rule that you want to
edit.
-
On the Form Settings tab, click
New.
-
On the form, fill in the fields.
- (Optional)
In Conditions, add conditions that limit when
the specified section in Form Section opens
first.
-
Click Submit.
- (Optional)
Create an
Add button so agents can add records to
the related lists.
Click a component to set it up.
