Configuring workspace lists and records for form submissions
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Summary of Configuring workspace lists and records for form submissions
When users submit requests through your Creator Studio app, those submissions appear as records in the Request App Workspace within the ServiceNow AI Platform. This centralized workspace allows fulfillers—users responsible for processing requests—to access, view, and manage form submissions across all apps they are assigned to. Each Creator Studio app has its own category within this workspace, featuring default and customizable filtered lists to organize and display requests efficiently.
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Workspace Lists and Customization
The Request App Workspace comes with default filtered lists such as Open, Open – Unassigned, Closed, and All to help fulfillers quickly access relevant requests. As an app owner, you can customize these lists in the List configurations section of your app’s navigation panel in Creator Studio. You can create additional filtered lists—such as one per form or for canceled requests—to better organize submissions based on your app’s requirements.
To add new list categories beyond existing defaults, an administrator must configure entries in the List Category [sysuxlistcategory] table on the ServiceNow AI Platform.
Supporting Multiple Forms
If your app contains multiple forms, consider creating separate filtered lists for each form’s open requests. This approach simplifies fulfillers’ workflows by enabling them to focus on specific request types. Fulfillers also have the option to create their own custom lists using the My Lists feature within the workspace for personalized views.
Accessing and Managing Submitted Records
Fulfillers access the Request App Workspace via All > App Engine > Request App Workspace on the ServiceNow AI Platform. Within the workspace, they can select records to view detailed information, including answers to form questions (catalog variables) on the Details tab and any automation playbook results on the Automations tab.
App owners cannot access the Request App Workspace unless they also have admin or the app’s designated agent role (e.g., <app scope>.agent).
Customization of how submitted records appear—including field order and layout—can be done in the Record details section of Creator Studio, allowing you to tailor the user experience for fulfillers.
Permissions and Visibility
Visibility in the workspace depends on user roles. Administrators can see workspace categories for all Creator Studio apps, while typical users only see categories relevant to their assigned apps.
Monitoring and Analytics
The workspace includes a Dashboard overview tab with analytics for each app, helping fulfillers and admins monitor request volumes, task statuses, and other performance metrics. This supports effective management and continuous improvement of service delivery.
Practical Benefits for ServiceNow Customers
- Centralized workspace to efficiently manage and track form submissions across multiple apps.
- Customizable filtered lists and record layouts that enhance fulfillers’ productivity and focus.
- Role-based access ensures appropriate visibility and security for app fulfillers and admins.
- Built-in analytics dashboards provide insights to optimize request fulfillment processes.
So, you’ve built your app, and people are submitting requests through it, that’s great! However, you might be wondering where those requests go after they’re submitted. They live in lists in a workspace where fulfillers can work on submitted forms, which you can customize in Creator Studio to suit your needs.
A little more about workspaces
The Request App Workspace holds form submissions that come in from each of your apps. Fulfillers (remember, these are the people who work on requests) can access the workspace through the ServiceNow AI Platform and see submissions for all the apps they're assigned to.
There is only one Request App Workspace per instance. Each app that you build in Creator Studio has its own category in the Request App Workspace, with as many lists as you configure, regardless of how many forms or automations it has.
As the app owner, you’re responsible for the look and feel of the workspace lists that the app's fulfillers use. Thankfully, the workspace should be ready to use out-of-the-box, but you can also customize it on the List configurations section of your app's navigation panel in Creator Studio.
When you open the List configurations tab, you’ll see some filtered lists that appear in the default workspace. These filtered lists (Open, Open – Unassigned, Closed, and All) are intended to give fulfillers a quick view of all the form submissions. You can add more filtered lists as needed, for example, you could add a filtered list for each of the app's forms or for canceled requests.
If it would help your fulfillers to have additional categories, you must ask your admin to add them using the List Category [sys_ux_list_category] table on the ServiceNow AI Platform.
Creating lists to support multiple forms
When fulfillers open the workspace to view an app's form submissions, the default "Open" list displays all open requests made through the app. However, if you have multiple forms in your app, fulfillers might find it easier to have separate "Open" lists for each form in the app. In that case, you should create a different list for each separate form and name each of them after the forms. Find out how in Add a filtered list to a workspace in Creator Studio.
Fulfillers can use the "My Lists" feature in Workspace to create custom lists that fit their needs. Tell them how to by checking out ServiceNow AI Platform® list administration.
How fulfillers access submitted forms
You can preview and interact with how records appear in the workspace category directly within Creator Studio by navigating to the List categories section of the navigation panel and selecting a record.
- Answers to the form's questions (which are catalog variables) appear on the Details tab of the submitted record. For more on form questions, see Working with forms in Creator Studio.
- Results of any playbooks appear on the Automations tab of the submitted record. For more on playbooks, see Working with automation in Creator Studio.
Edit how the record a form generates will appear by navigating to the Record details section of the navigation panel.
What fulfillers can see in the workspace lists depends on their permissions. For example, admins can see workspace categories for all apps built in Creator Studio. However, most users see only the workspace category for their particular app.
When fulfillers view a record for an individual request in the workspace, the Catalog tasks tab displays the playbook that you configured in Creator Studio.
Fulfillers or admins may also want to monitor the app’s performance as requests come in. This is where the Dashboard overview in the Request App Workspace is helpful! On the Dashboard overview tab, each app has its own analytics dashboard that shows applicable data, like how many open requests you have or what tasks are related to the app. There’s a lot of helpful information here. Find out more about working with data in Platform Analytics overview.