--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Tasks and requests # Tasks and requests {#ariaid-title1} Release version: Australia 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 for managing all your tasks, approvals, and active requests in one consolidated view. It replaces the need to navigate multiple queues or modules by aggregating all work items assigned to or submitted by an employee, streamlining task management across enterprise systems such as HR, IT, learning, and surveys. Show full answer Show less ## Key Features * **Unified Work Item Aggregation:** Combines tasks assigned to employees and active service requests submitted by them, accessible through configurable filters. * **Filter and Sort Options:** Requests can be filtered by creation or update date (30 or 90 days), while tasks support filtering by due date and task type, with additional sorting options for easier navigation of extensive task lists. * **AI-Powered Prioritization and Summaries:** Now Assist generates AI-based summaries explaining who is requesting, what is needed, and why it matters. Tasks are prioritized based on urgency, due dates, business impact, and dependencies to highlight items needing immediate attention. * **AI Insights for Approvals:** Provides checklists highlighting conditions met or requiring review based on knowledge articles and policies, aiding informed approval decisions. Users should verify AI insights against official policies before finalizing approvals. * **Conversational Filters and Chat-Driven Actions:** Employees can interact via chat to filter tasks and requests by status or type, approve or reject items, and query specific incidents or cases, enhancing ease of task management through natural language. * **Task Delegation:** Enables delegation of tasks or approvals to other employees for specified periods, with delegated items appearing in the recipient's tasks and requests view for action. ## Key Outcomes * Improved efficiency by consolidating all tasks, approvals, and requests into a single, easy-to-use interface. * Enhanced decision-making through AI-generated insights and prioritization that focus attention on high-impact and urgent tasks. * Increased flexibility and collaboration via task delegation and conversational interaction capabilities. * Better performance and load times through default filtering settings and configurable options tailored to employee needs. ## Additional Notes AI features such as summaries, prioritization, insights, and chat-driven actions require Now Assist. Deployments using ServiceNow Otto without Now Assist provide the core tasks and requests functionality but without these AI enhancements. 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/XUS40amuxGmJ4yYtkA7MhA "Task configurations control how tasks appear and behave in Employee Center and EmployeeWorks Web App, including widget mappings.").{#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/LHrYQine3oFJyDyrxRejLw "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/LHrYQine3oFJyDyrxRejLw "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/xkmqnRDNAH8JK7iqXh8SlQ "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.")