Using the activity stream in License and Permit Playbook
Summarize
Summary of Using the activity stream in License and Permit Playbook
The activity stream in the License and Permit Playbook, accessible within the CSM Configurable Workspace, facilitates communication and information tracking for license and permit request records. It helps ServiceNow agents interact with requesters and document internal notes about the work done on each record, improving transparency and collaboration.
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Key Features
- Access: The activity stream is available in the contextual side panel after creating a license and permit request record. It updates automatically based on the current playbook activity.
- Communication: Agents can post work notes (internal, visible only to agents) or comments (external, visible to both agents and requesters) to share updates and information.
- Viewing Posts: Users can view posts related to either the entire case or a specific case task by toggling the view at the top of the activity stream.
- Filtering and Searching: The activity stream supports filtering posts by type (work notes, attachments), field changes, flagged importance, and filter sets. A search function allows quick retrieval of relevant posts.
- Sorting: Posts can be sorted chronologically from newest to oldest or vice versa for easier navigation.
- Expanding/Collapsing Posts: Agents can expand all posts to view detailed information or collapse them to reduce clutter.
Practical Benefits
For ServiceNow customers using the License and Permit Playbook, the activity stream provides a centralized, transparent way to document and track all communications and updates related to license and permit requests. This enhances collaboration between agents and requesters, ensures important details are not missed, and streamlines case management through effective filtering, searching, and sorting capabilities.
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 (
) 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.
| 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:
|
| Filter or search posts | At the top of the Activity section, select the filter icon (
 ) to display the filter selections:
Search all activity posts by selecting the search icon ( |
| Sort posts | Sort the posts by the newest to the oldest or the oldest to the newest posts by selecting the sort icon ( ) |
| Expand and collapse posts | Expand and collapse posts by selecting the more options icon ( ):
|
).