Using the activity stream in Information Request Playbook

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using the Activity Stream in Information Request Playbook

    The activity stream in the CSM Configurable Workspace allows users to effectively communicate with requesters and document internal notes related to information request records created via the Information Request Playbook. This feature enhances information tracking and collaboration.

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    Key Features

    • Communication: Engage with requesters and document work on records via the activity stream, which updates with changes in the playbook.
    • View Posts: Access and scroll through posts related to cases or tasks, switching between views as needed.
    • Add Notes: Post work notes or comments directly from the activity stream, with internal notes being private and external comments visible to requesters.
    • Filtering and Searching: Utilize filters to view specific post types, track field changes, or see flagged posts. A search function is also available for all activity posts.
    • Sorting: Sort posts by date to easily find the most recent or oldest entries.
    • Expand/Collapse Posts: Manage the visibility of post details to streamline your workflow.

    Key Outcomes

    By leveraging the activity stream, ServiceNow customers can expect improved communication and organization around information requests, leading to more efficient handling of inquiries and enhanced visibility into the progress of tasks. This functionality supports better collaboration among agents and ensures that important information is easily accessible.

    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.