Hi Doug That link does not work anymore. Is this what you are referring to?  https://developer.servicenow.com/app.do#!/share/contents/2271821_cisco_ip_phone_discovery_dublin?v=1&t=PRODUCT_DETAILS

Once a requestor selects something from the Service Catalog (I imagine using the Service Portal), the system creates a request and all the communication between the Requestor and the Agent/Fulfiller will be recorded in the request itself and shown to...