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Using the contextual side panel › Using Service Request Playbooks › Playbooks › Use › Public Sector Digital Services \(PSDS\)
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using the activity stream in Service Request Playbook

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 (

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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.

TaskDescription
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 (

Image omitted: contextual-side-panel-filter-posts.png
Filters icon.) at the top of the Activity section to display the filter selections:</p>
  • 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 (

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Search icon.) to search all activity posts.</p></td></tr><tr><td>
Sort posts		Select the sort icon \(
Image omitted: contextual-side-panel-sort-posts.png
Sort icon.\) to sort the posts by the newest to the oldest or the oldest to the newest posts.
Expand and collapse postsSelect the more options icon (
Image omitted: contextual-side-panel-more-options.png
More options icon.) to expand and collapse posts:- <strong>Expand all posts</strong>: Expands the posts to view additional details.
- Collapse all posts: Returns the posts to their previous state.