Tracking content requests
Summarize
Summary of Tracking content requests
Tracking content requests in ServiceNow's Content Governance allows content requesters, content managers, and content admins to monitor the progress and status of content requests after submission. This functionality ensures clear visibility and communication throughout the content creation and publishing lifecycle.
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Tracking as the Content Requester
- Requesters can track their content requests by navigating to My requests and opening the specific content request record.
- They can add comments, attach files, and review submitted details.
- The state field provides a quick status update and triggers system actions relevant to the request.
Tracking as a Content Manager or Content Admin
- Content managers and admins access all content requests via Content Governance > All Requests.
- Each request generates a record prefixed with CONREQ, which:
- Holds request details such as content type and audience.
- Facilitates communication with the requester.
- Stores associated created content in the Content Request Items list.
- Tracks the status of the request.
- Managers and admins can view all requests and associated content regardless of assignment.
Understanding Content Request States
The content request and content request item states provide status updates to requesters, approvers, and the content team. The current state is highlighted in the status bar on the content request record.
- New / Open: Request submitted but not yet assigned.
- Assigned / Open: Request assigned to a manager or team; state updated manually.
- Work in Progress: Content manager has begun working on the request.
- In Review: Content and publishing plan created; sent for review by requester and approvers. Content is locked from editing unless reverted.
- Ready to Publish: After requester approval, the state updates to ready for publishing.
- Published: Content manager marks content as published, making it available per the publishing plan.
- Cancelled: Content admin cancels the request.
Note: Content request items require both content and a publishing plan before advancing to In Review, Ready to Publish, or Published states.
Practical Implications for ServiceNow Customers
This tracking framework enables efficient management and transparency of content creation requests within ServiceNow. Customers can expect streamlined communication between requesters and content teams, clear visibility of request progress, and controlled publishing workflows that ensure content quality and compliance.
After a content request is submitted, Content Governance enables the content requester, content managers, and content admins to track the status of the request and associated content.
Tracking as the content requester
After submitting a content request, the employee can track the status of the request by navigating to My requests and opening the content request. They can add a comment for the content manager, attach
files, and review the details they submitted.
The state field of a content request provides a quick status update to the requester and content team, as well as triggers system actions. For more information, see Understanding content request states.
Tracking as a content manager or content admin
- Holds the request details, such as the type of content that needs to be created and the intended audience
- Communicate with the employee who made the request
- Holds the associated content once it's created in the Content Request Items list
- Tracks the request status
Content admins and content managers can view all the content requests and associated content, even if they aren't assigned to that record.
Understanding content request states
The content request state provides a quick update on the current status to the employee who made the content request, approvers, and the content team.
The status bar at the top of a content request record displays all the states, with the current state highlighted.
| Content request state | Content request item state | Description |
|---|---|---|
| New | Open | Content request was submitted |
| Assigned | Open | Content admin or manager assigns the request to a content manager or team, and manually updates the state |
| Work in Progress | Work in Progress | Content manager manually updates the state when they start working on the ticket |
| In Review | In Review | After the content manager creates the content and publishing plan and clicks Send for review, the system updates the state to "In Review" and assigns a task to the content requester and
approvers to review the content Note: Once a content request item is In Review, the content cannot be edited. The content manager must revert the state to "Work in Progress" to edit the
content. |
| Ready to Publish | Ready to Publish | When the requester clicks Approve, the system updates the state to Ready to Publish |
| Published | Published | The content manager manually updates the record to Published and the content becomes available to employees according to the publish plan configuration |
| Cancelled | Cancelled | The content admin cancels the request. |
For information on how to customize the approval process, see Employee tasks page.