---
sourceDocument: Brazil Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/government-industry

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Using the activity stream

# Using the activity stream in Service Request Playbook {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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## Summary of Using the activity stream in Service Request Playbook

The activity stream in the Service Request Playbook within CRM Workspace provides a centralized communication and tracking tool once a service request record is created.
It enables agents to relay information, add notes, and keep track of updates related to a service request or task, improving transparency and collaboration.
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## Key Features

* **Access:** Available in the contextual side panel via the activity stream icon, reflecting updates based on the current playbook activity.
* **View Posts:** Agents can scroll through posts related to either the case or the specific task by switching views at the top of the stream.
* **Add Work Notes and Comments:** Agents can post internal work notes (private to agents) or external comments (visible to both agents and requesters) directly in the Compose section.
* **Filtering and Searching:** Posts can be filtered by type (work notes, attachments, etc.), field changes, flagged importance, or multiple filter combinations. A search function allows for quick retrieval of specific posts.
* **Sorting:** Posts can be sorted chronologically from newest to oldest or vice versa to help quickly find relevant updates.
* **Expand/Collapse Posts:** Posts can be expanded to show more details or collapsed for a summarized view, with options to expand or collapse all posts at once.

## Benefits for ServiceNow Customers

Using the activity stream allows ServiceNow users to maintain clear communication channels with constituents and internal teams, ensuring that all updates and notes related to service requests are tracked efficiently. This leads to improved case management, enhanced collaboration, and better visibility into the status and history of service requests and tasks.  
You can access the activity stream in the contextual side panel in CRM Workspace after you create a service request record. The activity stream enables you to communicate with constituents and make internal notes about the work that is done on a record, making it easier
to relay and track the information.

## Using the activity stream {#psds-playbook-using-activity-stream__section_rcf_yr5_vvb}

You can use an activity stream to communicate with constituents and track the information on a record. The activity stream updates when the current activity in the playbook is updated.

You can access the activity stream by selecting the activity stream icon (![Activity stream icon.]()) in the contextual side panel.

## Agent tasks in the activity stream {#psds-playbook-using-activity-stream__section_x2k_nn3_rvb}

The following table lists the tasks that you can do in the activity stream.  
{#psds-playbook-using-activity-stream__table_bm1_p3k_2qb__entry__2}

| Task | Description |
|-|-|
| View posts for the case or case task | Current activity in the playbook work area that determines the information that is displayed in the activity stream. Scroll through the posts in the Activity section to view the case or task information. Select Case or Task at the top of the activity stream to switch views. |
| Add work notes or comments | In the Compose section: 1. Select the Work notes or Comments activity. 2. Add the information to the text field. 3. Select Post Work Notes or Post Comments. {#psds-playbook-using-activity-stream__ol_y55_y3k_2qb}The post is added to the Activity section. Internal work notes are private and are only visible to other agents. External comments are visible to agents and requesters. |
| Filter or search posts | Select the filter icon () at the top of the Activity section to display the filter selections: * Post types: Select the types of posts to view, such as the work notes or attachments. * Field changes: Select the fields that you want to view the posts for in only those fields. * Flagged: Enable this button to view the posts that have been flagged as important. * Filter sets: Select two or more filters in this list. {#psds-playbook-using-activity-stream__ul_zyz_4kk_2qb} Select the search icon () to search all activity posts. |
| Sort posts | Select the sort icon (![Sort icon.]()) to sort the posts by the newest to the oldest or the oldest to the newest posts. |
| Expand and collapse posts | Select the more options icon (![More options icon.]()) to expand and collapse posts: * Expand all posts: Expands the posts to view additional details. * Collapse all posts: Returns the posts to their previous state. {#psds-playbook-using-activity-stream__ul_wyr_gpk_2qb} |
[Table 1. Agent tasks]

{#psds-playbook-using-activity-stream__table_bm1_p3k_2qb}