Request Management in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Request Management in Service Operations Workspace

    Request Management in Service Operations Workspace (SOW) integrates core platform functionality tailored for tier 1 agents into a multi-tab interface. This setup enables agents to efficiently manage incidents, catalog requests, and catalog tasks simultaneously. Agents can create catalog requests directly within SOW to initiate request flows linked to other IT Service Management (ITSM) processes, such as associating requests with incidents for streamlined tracking and management.

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    The Request Management functionality requires the Service Operations Workspace ITSM Applications (sn-sow-itsm-cont) application, which automatically installs the Request Management for Service Operations Workspace (snsowreq) application. This ensures proper integration of Request Management flows within the workspace.

    Key Features

    • Multi-Tab Interface: Allows agents to manage multiple active incidents, catalog requests, and tasks efficiently within one workspace.
    • Request Management Categories:
      • Request: View and manage active requests and requested items.
      • Catalog Task: View active tasks assigned to the user or their assignment groups.
    • Request Management Forms: The same form layouts, UI actions, UI policies, and client scripts available in the ServiceNow AI Platform UI for Request, Request Item, and Catalog Task are accessible within SOW, ensuring consistency.
    • Record Information Panels:
      • Requested for card: Shows requester details including local time, department, location, contact info, recent requests, and assigned assets.
      • Opened by card: Displays similar requester-related information for the record opener.
    • Variable Editor: For request items and catalog tasks, a variable editor appears as a pop-up if configured in platform forms.
    • Customization: Users can customize the SOW form views by modifying the corresponding Request Management forms in the ServiceNow AI Platform UI.
    • Creating Catalog Requests: Agents can create catalog requests from other ITSM flows (e.g., from an incident) and associate them for better traceability.
    • Approval Management: The My Approvals section in SOW provides a centralized location for managing approvals related to changes, requests, catalog tasks, and requested items.

    Practical Benefits for ServiceNow Customers

    • Enhances agent productivity by enabling simultaneous handling of multiple ITSM tasks within a unified interface.
    • Improves traceability and relationship management between incidents and requests, facilitating efficient issue resolution.
    • Maintains UI consistency with the ServiceNow AI Platform, reducing training overhead and easing transitions.
    • Supports flexible customization of forms and views to fit organizational workflows.
    • Streamlines approval processes by consolidating approval requests in a dedicated workspace area.

    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.