Using the Request App Workspace to fulfill requests

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Using the Request App Workspace to fulfill requests

    The Request App Workspace in ServiceNow provides fulfillers with a centralized interface to manage and fulfill requests submitted through apps built in Creator Studio. It consolidates form submissions from all your Creator Studio apps into one workspace, enabling efficient request handling and updates.

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    Key Features

    • Unified Workspace: There is a single Request App Workspace per ServiceNow instance that displays all app requests categorized by each Creator Studio app.
    • Access and Roles: Fulfillers must have a specific fulfiller role (e.g., xsncitreq.agent for a scoped app) to access the workspace via ServiceNow AI Platform under All > App Engine > Request App Workspace.
    • App-Specific Categories and Lists: Each app is represented as a category with default and custom lists filtering request records by status or other criteria. This helps fulfillers quickly find relevant requests.
    • Custom Lists: Fulfillers can create personalized lists using the "My Lists" feature for tailored views of request records.
    • Dashboards for Analytics: Each app has an associated dashboard providing insights into active tasks and request statuses, supporting data-driven fulfillment management.
    • Detailed Request Records: Selecting a request record opens detailed views with multiple tabs to review and update request information efficiently.

    Key Outcomes

    • Fulfillers can manage requests from multiple Creator Studio apps within a single workspace, improving workflow consolidation and visibility.
    • Customizable lists and dashboards enable fulfillers to prioritize and monitor request fulfillment effectively.
    • Role-based access ensures that only authorized personnel can work on requests, maintaining security and proper governance.
    • The structured layout with categorized apps and request details streamlines the update and resolution process, enhancing productivity.

    After users submit a request through an app built in Creator Studio, fulfillers work on the request's submitted record in the Request App Workspace.

    The Request App Workspace holds app requests

    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.

    Fulfillers access the default workspace on the ServiceNow AI Platform by going to All > App Engine > Request App Workspace. The Request App Workspace displays a category for each app with filtered lists of records, both default and any extra that you added. Fulfillers then select a record to view the details of the request and make updates as needed.
    Note:
    To access the Request App Workspace, you must have a fulfiller role for the app built in Creator Studio. For example, x_snc_it_req.agent for an app with the scope x_snc_it_req.

    Each app has its own section in the workspace, with lists to filter for submitted request records in various states.

    Using lists to find tickets in various states

    Each app's section contains lists, such as Open requests and any lists the admin or app creator configured. 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.

    Figure 1. Request App Workspace
    All Requests list showing open requests with columns for number, priority, state, assigned to, short description, and task type.

    The Lists view contains two tabs: Default Lists and My Lists.

    Using dashboards to analyze request fulfillment

    The Dashboard overview view contains a dashboard for every app (that you have access to) that was made in Creator Studio.

    You can select an app's dashboard to see analysis of all active tasks, as well as the number of records in various states configured by your admin. For more information on working with analytics dashboards, see Dashboards in Platform Analytics

    Working on open requests in the workspace

    After you find the subset of requests you need, such as open requests assigned to you, you can select the task record Name to open the record.After you find the subset of requests you need, such as open requests assigned to you, you can select the record Name to open the record.

    Figure 2. Request record in the Request App Workspace
    Open request record in the workspace

    The submitted request record has various tabs that help you do your work.