Using the activity stream in Information Request Playbook

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Using the activity stream in Information Request Playbook

    The activity stream in the Information Request Playbook within the Customer Service Management (CSM) Configurable Workspace provides a centralized way to communicate with requesters and document internal work notes on an information request record. Accessible from the contextual side panel after creating an information request, it helps agents efficiently relay, track, and manage case-related information.

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    Key Features

    • Real-time Updates: The activity stream dynamically updates based on the current playbook activity, ensuring relevant information is always displayed.
    • Communication with Requesters and Internal Notes: Agents can add work notes (private, visible only to agents) or comments (visible to both agents and requesters) via a compose section.
    • View and Switch Context: Agents can toggle between viewing posts related to the entire case or specific case tasks, facilitating focused information management.
    • Filtering and Searching: Posts can be filtered by post type (e.g., work notes, attachments), field changes, flagged importance, or combinations of filters. A search function lets agents quickly find specific posts across all activity.
    • Sorting and Post Management: Posts can be sorted from newest to oldest or vice versa. Additionally, agents can expand or collapse individual posts or all posts at once for better readability and navigation.

    Practical Use for ServiceNow Customers

    By leveraging the activity stream in the Information Request Playbook, ServiceNow customers can improve collaboration between agents and requesters, maintain a clear audit trail of all communications and updates, and streamline case management. The ability to filter, search, and sort posts enhances efficiency, while internal work notes ensure sensitive information remains confidential among agents.

    You can access the activity stream in the contextual side panel in CSM Configurable Workspace after you create an information request record using the Information Request Playbook. The activity stream enables you to communicate with requesters and make internal notes about the work that is done on a record, making it easier to relay and track information.

    Using the activity stream

    You can use an activity stream to communicate with requesters and track 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

    The following table lists the tasks that you can do in the activity stream.

    Table 1. Agent tasks
    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.

    At the top of the activity stream, select Case or Task 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.
    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
    At the top of the Activity section, select the filter icon (Open filters icon.) 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.

    Search all activity posts by selecting the search icon (Search bar icon.).
    Sort posts Sort the posts by the newest to the oldest or the oldest to the newest posts by selecting the sort icon (Sort icon.)
    Expand and collapse posts Expand and collapse posts by selecting the more options icon (More options icon.):
    • Expand all posts: Expands the posts to view additional details.
    • Collapse all posts: Returns the posts to their previous state.