Working with records

Opening any record — an incident, a change, a case, a requested item — lands you on the same record page layout. Learn it once here; every module guide in this documentation builds on it.

Layout

A record page has:

• A header with the record number, short description, and a row of state-dependent CTAs — the buttons change depending on the record’s current state (for example, an open incident shows Resolve; a resolved one shows Close and Reopen instead).
• A key-field strip showing the record’s most important fields at a glance.
• A row of tabs. Every record has at least Overview, Details, and Related records. Overview shows a curated set of sections plus the state stepper; Details shows the complete form — every section, every field. Some record types add their own tab (for example, a change request also has a Change tasks tab).
• A right-hand info panel you open from the header’s (i) icon, labeled Record information — a quick summary of who the record is assigned to and other key participants. The header’s More actions overflow holds secondary actions that don’t fit in the main CTA row.

Inline edit

You don’t always need to open the full form to change a field. Double-click an editable cell — on the record page or in a list — to edit it in place without leaving where you are.

Activity stream

The Activity panel is the record’s running history, newest-first by default. It has its own controls: Filter (by entry type), Search (free text), and a sort toggle (newest/oldest), plus an expand control for a taller view.

Two kinds of entries matter here:

• Additional comments — customer-visible. Anyone who can see the record sees these.
• Work notes — internal only, shown with a lock icon and a distinct highlighted background. Use these for anything the requester or caller shouldn’t see.

Compose a new entry from the tabs at the bottom of the panel — pick Additional comments or Work notes before you post. Field changes are also logged to the same stream automatically.

Attachments

The attachment strip (above the compose box) lets you attach a file directly to the record. A successful upload also drops an attachment card into the activity stream, so anyone scanning the history sees when and what was attached.

Related lists

The Related records tab (and the record’s own dedicated tabs, like Change tasks) show child and linked records. Each related list behaves one of two ways, depending on the relationship:

• Child lists (the related records belong to this one — for example a change’s Change tasks, or a request’s Requested Items) show a New button that opens a create form already pointed at this record as the parent.
• Reference / many-to-many lists (the record links to existing rows rather than owning them — for example an incident’s affected CIs) show Add (pick an existing record to link) and Remove (unlink selected rows) instead.

Every related list is a full embedded list — it carries the same filter, sort, group, and personalize-columns toolbar described in Working with lists, plus a refresh control and its own row count. An overflow menu on the related list header also exposes Personalize fields as a shortcut to the same column personalization.