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

    The Service Operations Workspace for Request Management streamlines the management of incidents, catalog requests, and tasks for tier 1 agents through a multi-tab interface. Agents can initiate catalog request flows from various IT Service Management processes, such as incidents, allowing for better tracking and association of requests and incidents.

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    Key Features

    • Request Management Categories:
      • Request: View active requests and requested items.
      • Catalog Task: Access active tasks assigned to the user and their assignment groups.
    • Forms and Information Panels: Request Management forms provide UI elements like cards for 'Requested for' and 'Opened by', showcasing essential requester details and allowing access to recent requests and assigned assets.
    • Catalog Request Creation: Agents can create catalog requests from various ITSM flows, enhancing tracking and management capabilities.
    • Approval Management: My Approvals allows agents to manage approval requests for changes, requests, catalog tasks, and requested items.

    Key Outcomes

    By utilizing the Service Operations Workspace for Request Management, agents can efficiently handle multiple requests and tasks, improve tracking of requests associated with incidents, and manage approvals effectively. This integration enhances productivity and ensures better service delivery within IT operations.

    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.