y default, in the ServiceNow Agent app, users generally only see RITMs (Requested Items) under “My Requests,” because those are the individual actionable records created from a higher-level request (REQ). The REQ record itself (stored in the sc_request table) typically isn’t exposed directly in the Agent app view unless you intentionally configure it to be. Access to REQ records usually depends on having certain roles, like itil or another fulfiller role, which grant broader access to request data.
If you want users to view REQ records directly in the Agent app, there are a couple of things you can do. First, review the ACLs (Access Control Rules) on the sc_request table to ensure that the relevant role has read access. Without this, users won’t be able to see REQ records even if the app is configured to display them. Second, you can customize the Agent app (using Workspace Experience or App Config) to add a list or card showing REQ records filtered by the current user, so it becomes part of the user’s view.
