Request Management in Service Operations Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Request Management in Service Operations Workspace

    Request Management in Service Operations Workspace (SOW) integrates ServiceNow platform capabilities into a multi-tab interface designed for tier 1 agents. It enables agents to efficiently manage multiple incidents, catalog requests, and catalog tasks simultaneously. Agents can create catalog requests directly within SOW to initiate request flows from other IT Service Management (ITSM) processes, such as associating requests with incidents for improved tracking. The application supports task updates, state management, and approval workflows related to requests and requested items.

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    To use Request Management flows within SOW, the Service Operations Workspace ITSM Applications (sn-sow-itsm-cont) and the Request Management for Service Operations Workspace (snsowreq) applications must be installed.

    Key Features

    • Request Management Categories:
      • Request: View and manage active requests and requested items.
      • Catalog Task: Access active catalog tasks assigned to the user or the user’s assignment groups.
    • Request Management Forms: Forms for Request, Request Item, and Catalog Task in SOW mirror the layouts, UI actions, policies, and client scripts from the ServiceNow AI Platform UI, ensuring consistency.
    • Record Information Panels:
      • Requested for card: Displays requester details such as local time, department, location, contact info, recent requests, and assigned assets.
      • Opened by card: Shows similar requester information and is available in catalog task and request item forms.
    • Variable Editor: Appears as a pop-up window for request items and catalog tasks only if configured in platform forms.
    • Customization: Form views in SOW can be customized by modifying the corresponding Request Management forms in the ServiceNow AI Platform UI.
    • Approval Management: Agents can access and manage approval requests for changes, requests, catalog tasks, and requested items through the My Approvals section in SOW.

    Practical Use

    • Create catalog requests within SOW to link requests with incidents or other ITSM workflows, improving traceability and coordination.
    • Monitor and update catalog tasks and their states directly from the workspace.
    • Manage approvals efficiently without leaving the SOW interface, streamlining request fulfillment.

    Related Features and Tasks

    • Integration with Live Agent chat and Interaction Management for enhanced communication.
    • Support for Incident and Change Management within SOW to provide a comprehensive ITSM experience.
    • Guided tours, user-specific quick links, and list creation to help users personalize and optimize their SOW environment.

    Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.

    As an agent, you can create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management flow. For example, from an incident flow, you can create a request, and associate the request with the incident to help track requests associated with an incident and vice versa. You can also work on catalog tasks and update the state of the tasks, and manage approvals of requests and requested items.

    The Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) that automatically installs the Request Management for Service Operations Workspace (sn_sow_req) application should be installed for the Request Management flows in Service Operations Workspace. For more information, see Getting started with Service Operations Workspace for ITSM.

    Request Management categories in Service Operations Workspace

    The following Request Management categories are available in Service Operations Workspace:

    • Request: Enables you to view active requests and requested items.
    • Catalog Task: Enables you to view the active tasks assigned to the current user and active tasks assigned to the current user’s assignment groups.

    Request Management forms in Service Operations Workspace

    The form layouts, UI actions, UI policies, and client scripts available on the following Request Management forms in the ServiceNow AI Platform UI are also available on the corresponding Service Operations Workspace forms.

    • Request
    • Request Item
    • Catalog Task

    You can view Requested for and Opened by cards in the record information panel.
    • Requested for: The Requested for card displays quick information about the requester, local time, department, location, info icon, and contact details. Additionally, you can select Recent requests to view the requests created by the requester and select the Assigned assets to view the assets assigned to the user.
    • Opened by: The Opened by card displays quick information about the requester, local time, department, location, info icon, and contact details.

    You can also view the Requested for and Opened by cards in catalog task and request item.

    Note:
    A variable editor is displayed as a pop-up window for request items and catalog tasks only if it is included in the platform forms.

    You can change the view of any Service Operations Workspace form by customizing the Service Operations Workspace view from the corresponding Request Management form in the ServiceNow AI Platform UI.