--- 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) 3 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 offers a unified interface within the EmployeeWorks Web App to manage all your work items, including tasks, approvals, and active service requests. It consolidates these items into a single view, replacing the previous fragmented experience across multiple queues and modules. This enables employees to efficiently track and act on their assignments and requests from various enterprise systems such as HR, IT, learning, and surveys. Show full answer Show less ## Key Features * **Consolidated Work Items:** Aggregates tasks assigned to employees and active service requests they have submitted, accessible through configurable filters. * **Filter and Sort Options:** Requests can be filtered by creation or update date (30 or 90 days), and tasks can be filtered by due date and type with sorting options to manage long lists effectively. * **AI-Powered Prioritization and Summaries:** Using Now Assist, each task card includes an AI-generated summary explaining who requested 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 provides a checklist highlighting conditions met or requiring further review, based on relevant policies and knowledge articles. Customers should verify AI insights against official policies before making decisions. * **Conversational Filters and Chat-Driven Actions:** Employees can use chat commands to filter and manage tasks, approvals, and requests by status, request type, or other criteria, and can approve or reject approvals directly from the details page using chat prompts. * **Task Delegation:** Tasks and approvals can be delegated to other employees for a defined period, with delegates able to view and act on these items within their own tasks and requests interface. ## Key Outcomes * **Improved Efficiency:** By unifying tasks and requests into a single interface with AI assistance, employees can prioritize and manage their workload more effectively. * **Enhanced Decision Support:** AI-generated summaries and insights provide context and policy-related information to support faster, more informed approval decisions. * **Seamless Interaction:** Chat-driven filters and actions simplify navigation and task management, reducing the need to manually search or switch between applications. * **Flexible Workflows:** Task delegation supports operational continuity by allowing reassignment of work items during absences or workload balancing. * **Scalable AI Usage:** Administrators can manage AI execution limits to balance performance and usage needs, ensuring consistent AI support availability. **Note:** AI capabilities such as prioritization, summaries, insights, and chat-driven actions require the Now Assist feature. Deployments without Now Assist will have limited AI functionality. 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} EmployeeWorks Web App 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. ## Filter and sort options in Tasks and requests {#emp-slate-inbox__section_xj4_v1k_tkc} Requests and tasks support different filter options to help employees manage long lists.{#emp-slate-inbox__emp-slate-inbox-filter-sort-p1} Requests support a 30 days and a 90 days filter. The filter applies to requests created or updated within the selected range. The default is 30 days to improve performance and page load time.{#emp-slate-inbox__emp-slate-inbox-filter-sort-p2} Tasks support Due date and Task type filter options. It also has sort options within Task type and Due date filters to narrow your search further and navigate a long list of to-dos. Task filters are configurable. For more information, see [Task configuration enhancements](https://www.servicenow.com/docs/byZXco~ncGpkNPfYcVIcrg "Task configurations control how tasks appear and behave in Employee Center and EmployeeWorks Web App, including widget mappings, action groups, and AI insights.").{#emp-slate-inbox__emp-slate-inbox-filter-sort-p3} ## 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, EmployeeWorks Web App. 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. EmployeeWorks Web App deployments that use ServiceNow Otto without Now Assist include the tasks and requests without some AI capabilities. ## Task delegation {#emp-slate-inbox__section_delegation} You can delegate a task or approval to one or more other employees for a specific time period. Delegates receive the item in their own tasks and requests view and can act on it. For more information, see [Delegate tasks and approvals](https://www.servicenow.com/docs/bN~HG6Yd4iWlI_xgjWNCdA "Delegate a task or approval to one or more employees for a specific time period."). **Related tasks** * [Delegate tasks and approvals](https://www.servicenow.com/docs/bN~HG6Yd4iWlI_xgjWNCdA "Delegate a task or approval to one or more employees for a specific time period.") **Related reference** * [EmployeeWorks Web App 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.")