Using the activity stream in License and Permit Playbook

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 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 allows ServiceNow users to communicate with requesters and document internal notes related to license and permit requests. Located in the contextual side panel of the CSM Configurable Workspace, it enhances information tracking and collaboration on requests.

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    Key Features

    • Communication: Engage with requesters through external comments visible to both agents and requesters, while internal work notes remain private for agent visibility.
    • Real-time Updates: The activity stream refreshes as activities within the playbook are updated, ensuring current information is always accessible.
    • Filtering and Searching: Easily filter posts by type, field changes, importance, and perform searches to locate specific entries.
    • Sorting Options: Posts can be sorted from newest to oldest or vice versa for easy navigation.
    • Post Management: Expand or collapse posts to view additional details or return to a compact view for streamlined access.

    Key Outcomes

    Utilizing the activity stream enhances collaboration, improves information sharing, and streamlines the management of license and permit requests, ultimately leading to more efficient service delivery and better tracking of case-related activities.

    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.