Using the activity stream in License and Permit Playbook

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

    The activity stream in the License and Permit Playbook provides a centralized communication and tracking tool within the Customer Service Management (CSM) Configurable Workspace for license and permit request records. It allows agents to efficiently relay information, collaborate internally, and communicate with requesters while managing records.

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    Key Features

    • Access and Navigation: Agents can access the activity stream via the contextual side panel by selecting the activity stream icon after creating a license and permit request record.
    • Dynamic Updates: The activity stream updates automatically based on the current activity within the playbook, reflecting the latest case or task information.
    • Viewing Posts: Agents can toggle between viewing posts related to the overall case or specific case tasks to get relevant updates.
    • Adding Notes and Comments: Agents can post internal work notes (private to agents) or external comments (visible to both agents and requesters) directly in the activity stream’s compose section.
    • Filtering and Searching: Multiple filters allow agents to view specific post types, field changes, flagged posts, or combinations thereof. A search function enables finding specific content within all activity posts.
    • Sorting and Organizing: Posts can be sorted chronologically either newest-first or oldest-first for easier review.
    • Expanding and Collapsing Posts: Agents can expand all posts to view detailed information or collapse them to a summary view using the more options menu.

    Practical Benefits for ServiceNow Customers

    This activity stream enhances transparency and communication efficiency when handling license and permit requests. By keeping a detailed, searchable, and filterable record of interactions and updates, it ensures that both agents and requesters stay informed throughout the process. The ability to add private notes and external comments supports secure collaboration and clear communication, improving case resolution times and customer satisfaction.

    You can access the activity stream in the contextual side panel in CSM Configurable Workspace after you create an license and permit request record using the License and Permit 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.