---
sourceDocument: Zurich Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Tasks and requests

# Tasks and requests {#ariaid-title1}

* Release version: Zurich
* 
* Updated April 2, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Tasks and requests

Tasks and requests provide a unified interface within ServiceNow for managing an employee's tasks, approvals, and action items in a single consolidated view.
This feature replaces the fragmented management of work across multiple queues and modules by aggregating all assigned tasks, active service requests submitted by the employee, and approval items into one location called Employee Slate.
Show full answer Show less  

## Key Features

* **Unified Work Item Aggregation:** Combines tasks assigned to the employee, active service requests submitted by them, and approvals into a single interface with filtering options based on To-Do and My Request configurations.
* **Employee Slate Detail Pages:** Provides detailed task and request pages with full context and links to Employee Center for certain item types.
* **AI-Driven Prioritization and Summaries:** With Now Assist, each task card includes AI-generated summaries explaining who is requesting the task, what is needed, and why it matters. Tasks are automatically prioritized based on urgency, due dates, business impact, and dependencies to highlight items requiring immediate attention.
* **AI Insights for Approvals:** Now Assist analyzes approval requests and generates actionable checklists indicating which policy or knowledge article conditions are met or require review, aiding informed decision-making. Customers should verify AI insights against official policies before approving.
* **Conversational Filters and Chat-Driven Actions:** Employees can interact with their task and request lists via chat in Employee Slate, applying filters (e.g., overdue or request type), clearing filters, and taking actions such as approving or rejecting requests directly from conversation prompts.

## Key Outcomes

* **Streamlined Work Management:** Employees gain a single pane of glass to view and manage all their tasks, approvals, and service requests, reducing the need to navigate multiple systems or queues.
* **Improved Productivity with AI Assistance:** AI-powered summaries and prioritization ensure employees focus on the most urgent and impactful work, enhancing efficiency.
* **Enhanced Decision Support for Approvals:** AI Insights highlight relevant policy conditions, helping employees make more informed and compliant approval decisions.
* **Interactive and Flexible Task Management:** Conversational filters and chat actions enable intuitive, natural language interactions to filter, track, and act on tasks and approvals seamlessly.
* **Configuration and Usage Monitoring:** Administrators can monitor AI consumption and adjust daily execution limits to optimize performance and availability of AI capabilities.

**Important Notes:** AI capabilities require Now Assist and may be limited by daily usage caps configurable by administrators. Deployments using ServiceNow Otto without Now Assist provide core task and request management but without AI-driven features.  
Tasks and requests provides a unified interface for managing tasks, approvals, and action items.

The Tasks and requests (formerly known as Inbox) replaces the fragmented experience of managing work across multiple queues and modules. All tasks, approvals, and active requests assigned to an employee
appear in a single consolidated view.

## Tasks and requests contents and configuration {#emp-slate-inbox__section_inbox_contents}

The tasks and requests section aggregates the following work item types:

* Tasks assigned to the employee.
* Active service requests that the employee submitted.

{#emp-slate-inbox__ul_ebh_1rh_bjc}

You can use the filters to view and track the tasks and requests from the following sources:

* To-Do configurations for task items.
* My Request Filter configurations for request items.
{#emp-slate-inbox__ul_fbh_1rh_bjc}

## Tasks and requests pages {#emp-slate-inbox__section_tasks_requests_page}

Employee Slate provides task and request detail pages with all the context that an employee needs. Task and request types natively render with the full AI-native experience with AI Insights for approvals. For other types, the
tasks and requests provides a link to Employee Center.

## AI prioritization and summaries {#emp-slate-inbox__section_ai_summaries_prioritization}

With Now Assist, each task card in the To-dos tab includes an AI-generated summary. The summary covers the following information:

* Who is asking
* What is needed
* Why it matters

{#emp-slate-inbox__ul_fqb_fyv_bjc}

By default, the To-dos list sorts by AI prioritization. Items that need immediate action appear first. The following details describe how prioritization works:

* The assistant evaluates urgency, due dates, business impact, and dependencies to rank items.
* Consumption details are available in the `sn_ex_ai_portal_to_do_activities` table with scores for each task.
* The `smartpriority_daily_assist_consumption_limit` system property defines the daily execution cap.
* Logs are available in the `sys_generative_ai_log_list` table. Search by the skill name to view the reasoning behind a particular task score.

{#emp-slate-inbox__ul_ttn_3bb_cjc}  
Note:  
When you exhaust the daily execution cap, the skill stops running for the rest of the day. The default is 3,000 executions per day. Administrators can increase the consumption limit based on usage.

## AI Insights for approvals {#emp-slate-inbox__section_ai_insights_approvals}

For approval items, Now Assist analyzes the approval request. It surfaces a checklist of the conditions that apply to the decision. The insights highlight:

* Conditions that the request meets based on associated knowledge articles and policies such as keyword, body text, short description, or meta description.
* Conditions that the request doesn't meet or that require review.

{#emp-slate-inbox__ul_gbh_1rh_bjc}

AI-generated insights may not reflect every relevant policy condition. Verify AI-generated insights against authoritative policy sources before making approval decisions.

## Conversational filters and chat-driven actions {#emp-slate-inbox__section_conversational_filters}

Access all your tasks, approvals, and requests from a unified space, Employee Slate. You can view, track, and act on pending tasks, approvals, and open requests across enterprise systems. These systems include HR approvals,
IT tasks, learning content, and surveys.

* Apply a filter by asking the chat to narrow the items, for example by overdue status or by request type.
* Clear filters by asking the chat to reset the view.
* Approve or reject an approval from the details page with prompts and chat.
* Filter tasks by state, for example, select Completed to view all completed tasks.
* Ask about a specific incident, case, or request to track and take action from chat.

{#emp-slate-inbox__ul_hbh_1rh_bjc}

Conversational filters apply along with the filters that administrators configure.  
Note:  
AI summaries, AI prioritization, AI Insights for approvals, and chat-driven actions require Now Assist. Employee Slate deployments that use ServiceNow Otto without Now Assist include the tasks and requests without some AI capabilities.
**Related reference**   

* [Employee Slate prompt library](https://www.servicenow.com/docs/YlWdJFOfBc4TfX0qwpYU5w "Example natural-language prompts that you can use across Employee Slate features. Use these prompts in the home page chat bar, the full-page conversation view, or the contextual assistant on any page.")