---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using HR Service Delivery Playbook

# Using HR Service Delivery Playbook {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Currently, HR Service Delivery Playbook is only available for use with
lifecycle event HR cases.  
Playbook shows as a tab on the HR Agent Workspace form after displaying an LE case.  
Note:  
The Playbook tab only appears after the HR case has moved to Ready or Work in Progress. This triggers the lifecycle event and data appears for all launched activities.

Selecting the Playbook tab allows you to view and work all lifecycle event activities and their child tasks in a single pane.  
Note:  
Tasks that are created ad-hoc and not part of the workflow do not appear in the tab, but may be accessible in regular related lists.  

Lifecycle event
:   The title of the lifecycle event is at the top below the
    Playbook tab in the stage panel.

Activity sets
:   The list of lanes along with their status icon appear below the lifecycle event
    description.
:   Under the New Hire Onboarding (Demo) lifecycle event are five (5) activity sets:

    * Start onboarding
    * Prepare for day 1
    * Start your new job!
    * Ramp up
    * Initial check-in
    {#playbook-hr-using__ul_rnx_plt_vlb}

Activities
:   Click on an activity set to view the associated activities.
:

## HR Playbook add a note or comment {#ariaid-title2}

You can add a work note or comment to an HR lifecycle event case from
Playbook.

### Before you begin

Role required: sn_hr_le.case_writer

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select a lifecycle event case.
3. Select an activity set.  
4. Select an activity within the opened activity set.  
5. Select the Add note or comment icon ![HR Agent WS - Playbook add note or comment icon]().  
6. Select Work notes (Private) or Comments.  
7. Enter text and select Post Work notes (Private) or Post Comments.
8. Select the Filter by icon ![HR Agent WS - Playbook filter by icon]() to filter by activities.  
9. Check the filters you want to show activities under.
10. Select the More Options icon .  
11. Select the filters you want to use to show activities by.

## HR Playbook open a case or a task {#ariaid-title3}

You can open a sub-case or task on an HR lifecycle event case from
Playbook.

### Before you begin

Role required: sn_hr_le.case_writer

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select a lifecycle event case.
3. Click an activity set.  
4. Click an activity within the opened activity set.  
5. Select the Open task icon ![HR Agent WS - Playbook open task icon]().  
6. The details of a sub-case or task opens.  
7. You can make edits and select Save.
8. To return to Playbook, select the Details tab.

## HR Playbook see activity {#ariaid-title4}

You can view the activity stream in a modal from HR Playbook.

### Before you begin

Role required: sn_hr_le.case_writer

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select a lifecycle event case.
3. Select an activity set.  
4. Select an activity within the opened activity set.  
5. Select the See activity button.  
   Note:  
   Only agents with access to the case card and not assigned to the case can see this button. The Assigned to agent does not see this button.

   Activities can have links to training, videos, or catalog items. The state of the activity also appears to the right.  
   Note:  
   Clicking the Catalog Item link opens the general catalog page.

## HR Playbook add attachment {#ariaid-title5}

Add supporting documents to lifecycle event activities directly from the Playbook tab to provide additional context or required information for case resolution.

### Before you begin

Role required: sn_hr_le.case_writer

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select a lifecycle event case.
3. Select an activity set.  
4. Select an activity within the opened activity set.  
5. Select +Add File.
6. Select the file you want to up load and select Open.

## HR Playbook rescind an activity {#ariaid-title6}

Rescind a lifecycle event case to cancel future activities and revert completed work when the case needs to be stopped or reversed. This action cannot be undone.

### Before you begin

Role required: sn_hr_le.case_writer

For more information, see [Configure the rescind process for a lifecycle event](https://www.servicenow.com/docs/H1DR7Z17EKFi9cD6gB_X4g "Cancel and revert work done in a lifecycle event case with the rescind process. Rescind activities can be defined to notify employees and departments when a case is rescinded, trigger automated flows, and revert work already completed, such as the provisioning of equipment or the setting up of a workplace.").

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select a lifecycle event case.
3. Select Rescind.  
4. Enter a reason for rescinding the case.  
   Note:  
   You cannot undo a rescind, so proceed with caution.
5. Select OK.  
   The rescind activities appear and future activity sets are cancelled.

## View email sent to opened for or subject person {#ariaid-title7}

View email notifications sent to employees during lifecycle event activities to verify communication content and track what information was shared.

### Before you begin

Role required: sn_hr_le.case_writer

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select a lifecycle event case.
3. Select an activity set.
4. From any activity, when there is a See email body button, select it.  
5. Select the X at the top, right corner of the email to close it.

*[\>]: and then