Using the activity stream in Service Request Playbook

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Using the activity stream in Service Request Playbook

    The activity stream in Service Request Playbook within the Customer Service Management (CSM) Configurable Workspace allows agents to effectively communicate with constituents and keep internal notes on service request records. Accessible after creating a service request, this feature consolidates communication and work updates, making it easier to relay and track information related to a case or task.

    Show full answer Show less

    Key Features

    • Access and Navigation: The activity stream is accessed via an icon in the contextual side panel and reflects updates based on the current activity in the playbook.
    • View Posts: Agents can view posts related to the case or specific case tasks by switching views within the stream.
    • Add Work Notes or Comments: Agents can add private internal work notes visible only to other agents or external comments visible to both agents and requesters. Posting is done through the Compose section.
    • Filter and Search: Posts can be filtered by post types (work notes, attachments), specific field changes, flagged importance, or combinations of filters. A search function allows querying all activity posts.
    • Sort Posts: Posts can be sorted chronologically either newest-to-oldest or oldest-to-newest for easier review.
    • Expand/Collapse Posts: Agents can expand posts to see more details or collapse them to simplify the view using available options.

    Practical Benefits for ServiceNow Customers

    By using the activity stream, ServiceNow customers can streamline communication and documentation on service requests, enhancing collaboration among agents and improving transparency with requesters. The ability to filter, search, and organize posts helps agents efficiently manage case information and maintain clear records of all interactions and updates within the playbook environment.

    You can access the activity stream in the contextual side panel in CSM Configurable 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

    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

    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.

    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.
    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 (Filters 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.

    Select the search icon (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.