Creating Request Tickets from SOW

[MeganCox]

Right now in the SOW, we can create new incident tickets. But I don't see a way for us to have the functionality to create new request tickets not tied to existing incidents. Is that something that can be done? Currently our IT teams create incidents in SOW, but create requests from our front end Service Portal that takes them to the Service Catalog. 

Any ideas? 

[vijaydodla]

Hi @MeganCox -

Indeed, this functionality can be implemented within the Service Operations Workspace (SOW), albeit with a minor adjustment to your team’s workflow or a configuration modification.

Here are three strategies to address this issue for your IT teams, enabling them to avoid leaving SOW and accessing the Service Portal:

Option 1: Configure Workspace (Add Service Catalog to SOW Navigation)

To enable agents to browse the Service Catalog directly without initiating an Interaction, you can add the Service Catalog to the SOW navigation menu using UI Builder.

Steps:

1. Navigate to Now Experience Framework > UI Builder.

2. Search for and open the Service Operations Workspace experience record.

3. Access the Navigation configuration (typically located under the List Nav component).

4. Add a new menu item labeled “Service Catalog” and set the destination/route to your Service Catalog.

5. Ensure that the appropriate Roles/Applicability are configured to grant IT agents access to the Service Catalog.

With above implementation, your agents will have a dedicated tab or menu link within the SOW that opens the catalog, enabling them to submit requests in the same manner as they would on the front-end portal.

Option 2: Create a Global “New Request” Button (Declarative Action)

If you require a quick-access button available globally in the workspace header, you can configure a custom Declarative Action in your SOW settings. Define a new button (e.g., “Order Item” or “New Request”) that, when clicked, triggers a client-side action to open the Service Catalog page directly within the workspace view.

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