---
title: Using HR Service Delivery Playbook
description: Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.You can add a work note or comment to an HR lifecycle event case from Playbook.You can open a sub-case or task on an HR lifecycle event case from Playbook.You can view the activity stream in a modal from HR Playbook.Add supporting documents to lifecycle event activities directly from the Playbook tab to provide additional context or required information for case resolution.Rescind a lifecycle event case to cancel future activities and revert completed work when the case needs to be stopped or reversed. This action cannot be undone.View email notifications sent to employees during lifecycle event activities to verify communication content and track what information was shared.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/playbook-hr-using.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 4
breadcrumb: [HR Service Delivery Playbook, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Using HR Service Delivery Playbook

Currently, HR Service Delivery Playbook is only available for use with lifecycle event HR cases.

Playbook shows as a tab on the HR Agent Workspace form after displaying an LE case.

**Note:** The Playbook tab only appears after the HR case has moved to **Ready** or **Work in Progress**. This triggers the lifecycle event and data appears for all launched activities.

\[Omitted image "playbook-hr-playbook-tab.png"\] Alt text: HR Service Delivery Playbook

Selecting the Playbook tab allows you to view and work all lifecycle event activities and their child tasks in a single pane.

**Note:** Tasks that are created ad-hoc and not part of the workflow do not appear in the tab, but may be accessible in regular related lists.

-   **Lifecycle event**

    The title of the lifecycle event is at the top below the **Playbook** tab in the stage panel.

-   **Activity sets**

    The list of lanes along with their status icon appear below the lifecycle event description.\[Omitted image "playbook-hr-le-column.png"\] Alt text: HR Agent WS - Stage panel

    Under the New Hire Onboarding \(Demo\) lifecycle event are five \(5\) activity sets:

    -   Start onboarding
    -   Prepare for day 1
    -   Start your new job!
    -   Ramp up
    -   Initial check-in
-   **Activities**

    Click on an activity set to view the associated activities.

    \[Omitted image "playbook-hr-activity-stream.png"\] Alt text: HR Agent WS - Activity stream


## HR Playbook add a note or comment

You can add a work note or comment to an HR lifecycle event case from Playbook.

### Before you begin

Role required: sn\_hr\_le.case\_writer

### Procedure

1.  Navigate to **All** > **HR Case Management** > **HR Agent Workspace**.

2.  Select a lifecycle event case.

3.  Select an activity set.

    \[Omitted image "playbook-hr-activity-sets.png"\] Alt text: HR Agent WS - Playbook activity sets

4.  Select an activity within the opened activity set.

    \[Omitted image "playbook-hr-activities.png"\] Alt text: HR Agent WS - Playbook activities

5.  Select the **Add note or comment** icon \[Omitted image "playbook-hr-comment-icon.png"\] Alt text: HR Agent WS - Playbook add note or comment icon.

    \[Omitted image "playbook-hr-click-comment-icon.png"\] Alt text: HR Agent WS - Playbook select add note or comment

6.  Select **Work notes \(Private\)** or **Comments**.

    \[Omitted image "playbook-hr-compose-comment.png"\] Alt text: HR Agent WS - Playbook compose note or comment

7.  Enter text and select **Post Work notes \(Private\)** or **Post Comments**.

8.  Select the **Filter by** icon \[Omitted image "playbook-hr-filter-icon.png"\] Alt text: HR Agent WS - Playbook filter by icon to filter by activities.

    \[Omitted image "playbook-hr-filter-by.png"\] Alt text: HR Agent WS - Filter by

9.  Check the filters you want to show activities under.

10. Select the More Options icon \[Omitted image ""\] Alt text: HR Agent WS - Playbook more options icon.

    \[Omitted image "playbook-hr-more-options.png"\] Alt text: HR Agent WS - Playbook more options filter

11. Select the filters you want to use to show activities by.


## HR Playbook open a case or a task

You can open a sub-case or task on an HR lifecycle event case from Playbook.

### Before you begin

Role required: sn\_hr\_le.case\_writer

### Procedure

1.  Navigate to **All** > **HR Case Management** > **HR Agent Workspace**.

2.  Select a lifecycle event case.

3.  Click an activity set.

    \[Omitted image "playbook-hr-activity-sets.png"\] Alt text: HR Agent WS - Playbook activity sets

4.  Click an activity within the opened activity set.

    \[Omitted image "playbook-hr-activities.png"\] Alt text: HR Agent WS - Playbook activities

5.  Select the **Open task** icon \[Omitted image "playbook-hr-open-task-icon.png"\] Alt text: HR Agent WS - Playbook open task icon.

    \[Omitted image "playbook-hr-open-task.png"\] Alt text: HR Agent WS - Playbook open task

6.  The details of a sub-case or task opens.

    \[Omitted image "playbook-hr-opened-task.png"\] Alt text: HR Agent WS - Playbook opened task

7.  You can make edits and select **Save**.

8.  To return to Playbook, select the **Details** tab.


## HR Playbook see activity

You can view the activity stream in a modal from HR Playbook.

### Before you begin

Role required: sn\_hr\_le.case\_writer

### Procedure

1.  Navigate to **All** > **HR Case Management** > **HR Agent Workspace**.

2.  Select a lifecycle event case.

3.  Select an activity set.

    \[Omitted image "playbook-hr-activity-sets.png"\] Alt text: HR Agent WS - Playbook activity sets

4.  Select an activity within the opened activity set.

    \[Omitted image "playbook-hr-activities.png"\] Alt text: HR Agent WS - Playbook activities

5.  Select the **See activity** button.

    **Note:** Only agents with access to the case card and not assigned to the case can see this button. The Assigned to agent does not see this button.

    \[Omitted image "playbook-hr-see-activity.png"\] Alt text: HR Agent WS - Playbook See activity button

    Activities can have links to training, videos, or catalog items. The state of the activity also appears to the right.\[Omitted image "playbook-hr-catalog-link.png"\] Alt text: HR Agent WS - Playbook activities link

    **Note:** Clicking the Catalog Item link opens the general catalog page.


## HR Playbook add attachment

Add supporting documents to lifecycle event activities directly from the Playbook tab to provide additional context or required information for case resolution.

### Before you begin

Role required: sn\_hr\_le.case\_writer

### Procedure

1.  Navigate to **All** > **HR Case Management** > **HR Agent Workspace**.

2.  Select a lifecycle event case.

3.  Select an activity set.

    \[Omitted image "playbook-hr-activity-sets.png"\] Alt text: HR Agent WS - Playbook activity sets

4.  Select an activity within the opened activity set.

    \[Omitted image "playbook-hr-activities.png"\] Alt text: HR Agent WS - Playbook activities

5.  Select **+Add File**.

6.  Select the file you want to up load and select **Open**.


## HR Playbook rescind an activity

Rescind a lifecycle event case to cancel future activities and revert completed work when the case needs to be stopped or reversed. This action cannot be undone.

### Before you begin

Role required: sn\_hr\_le.case\_writer

For more information, see [Configure the rescind process for a lifecycle event](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/lifecycle-events/configure-rescind-for-a-lifecycle-event.md).

### Procedure

1.  Navigate to **All** > **HR Case Management** > **HR Agent Workspace**.

2.  Select a lifecycle event case.

3.  Select **Rescind**.

    \[Omitted image "playbook-hr-rescind.png"\] Alt text: HR Agent WS - Playbook rescind

4.  Enter a reason for rescinding the case.

    **Note:** You cannot undo a rescind, so proceed with caution.

5.  Select **OK**.

    The rescind activities appear and future activity sets are cancelled.


## View email sent to opened for or subject person

View email notifications sent to employees during lifecycle event activities to verify communication content and track what information was shared.

### Before you begin

Role required: sn\_hr\_le.case\_writer

### Procedure

1.  Navigate to **All** > **HR Case Management** > **HR Agent Workspace**.

2.  Select a lifecycle event case.

3.  Select an activity set.

4.  From any activity, when there is a **See email body** button, select it.

    \[Omitted image "playbook-hr-email-not.png"\] Alt text: HR Playbook email notification

5.  Select the **X** at the top, right corner of the email to close it.