---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia IT Service Management
ft:clusterId :
- itsm
bundleId :
- itsm
workflow :
- Technology
---
# Request Management in Service Operations Workspace
# Request Management in Service Operations Workspace {#ariaid-title1}
Release version: Australia
Updated March 12, 2026
 2 minutes to read
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## Summary of Request Management in Service Operations Workspace
Request Management in Service Operations Workspace (SOW) integrates core platform capabilities to enable tier 1 agents to efficiently manage incidents, catalog requests, and catalog tasks through a multi-tab interface.
Agents can create catalog requests directly within SOW, initiate request flows from other IT Service Management (ITSM) processes like incidents, and associate requests with those incidents for improved tracking.
Additionally, agents can update catalog tasks and handle approvals for requests and requested items, enhancing workflow visibility and control.
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To enable Request Management flows in SOW, the Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) must be installed, which automatically installs the Request Management for Service Operations Workspace (snsowreq) application.
## Key Features
* **Request Management Categories:**
* **Request:** View and manage active requests and requested items.
* **Catalog Task:** View active tasks assigned to the current user or their assignment groups.
* **Request Management Forms:** SOW forms mirror the layouts, UI actions, policies, and scripts of corresponding forms in the ServiceNow AI Platform UI for requests, request items, and catalog tasks.
* **Record Information Panel:** Displays **Requested for** and **Opened by** cards showing requester details such as local time, department, location, contact info, recent requests, and assigned assets.
* **Variable Editor:** Available as a pop-up for request items and catalog tasks when included in platform forms.
* **Customization:** SOW form views can be tailored by modifying the corresponding Request Management forms within the ServiceNow AI Platform UI.
* **Approval Management:** Access the "My Approvals" section in SOW to review and manage approvals related to changes, requests, catalog tasks, and requested items.
## Practical Use for ServiceNow Customers
ServiceNow customers using Service Operations Workspace can leverage Request Management to streamline cross-functional ITSM workflows by:
* Creating and linking catalog requests from incidents or other ITSM flows, improving traceability between related records.
* Managing multiple requests and tasks efficiently in a consolidated interface designed for tier 1 agents.
* Handling approvals within the same workspace, reducing context switching and accelerating request fulfillment.
* Customizing views and leveraging requester information cards to quickly gather relevant context for faster resolution.
These capabilities help improve agent productivity, enhance visibility of related ITSM activities, and provide a more cohesive service delivery experience.
Service Operations Workspace for Request Management integrates the
platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently
manage multiple incidents, catalog requests, and catalog tasks.
As an agent, you can create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management flow. For example, from an incident flow, you can create a request, and associate the request with the incident to help track requests associated with an incident and vice versa. You can also work on
catalog tasks and update the state of the tasks, and manage approvals of requests and requested items.
The Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) that automatically installs the Request Management for Service Operations Workspace (sn_sow_req) application should be installed for
the Request Management flows in Service Operations Workspace. For more information, see [Getting started with Service Operations Workspace for ITSM](https://www.servicenow.com/docs/alt17SpqxyuDFvDHfL~VYg "Set up Service Operations Workspace by procuring the required license, configuring the Admin Center, and assigning the workspace to your agents.").
## Request Management categories in Service Operations Workspace {#request-sow__section_s4v_zsj_vrb}
The following Request Management categories are available in Service Operations Workspace:
* Request: Enables you to view active requests and requested items.
* Catalog Task: Enables you to view the active tasks assigned to the current user and active tasks assigned to the current user's assignment groups.
{#request-sow__ul_ajv_25h_lsb}
## Request Management forms in Service Operations Workspace {#request-sow__section_ohy_h5h_lsb}
The form layouts, UI actions, UI policies, and client scripts available on the following Request Management forms in the ServiceNow AI Platform UI are also available on the corresponding Service Operations Workspace forms.
* Request
* Request Item
* Catalog Task
{#request-sow__ul_t4v_zsj_vrb}
You can view Requested for and Opened by cards in the record information panel.
* Requested for: The Requested for card displays quick information about the requester, local time, department, location, info icon, and contact details. Additionally, you can select Recent requests to view the requests created by the requester and select the Assigned assets to view the assets assigned to the user.
* Opened by: The Opened by card displays quick information about the requester, local time, department, location, info icon, and contact details.
{#request-sow__ul_owd_bzv_t2c}
You can also view the Requested for and Opened by cards in catalog task and request item.
Note:
A variable editor is displayed as a pop-up window for request items and catalog tasks only if it is included in the platform forms.
You can change the view of any Service Operations Workspace form by customizing the Service Operations Workspace view from the corresponding Request Management form in the ServiceNow AI Platform UI.
* **[Create a catalog request in Service Operations Workspace](https://www.servicenow.com/docs/h6YJedhLzcxlDb_GWNAfGg)**
Create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management flow. For example, from an incident flow, you can create a request and associate the request with the incident to help track requests associated with an incident and vice versa.
* **[View and approve records in Service Operations Workspace](https://www.servicenow.com/docs/MJhCfdA8cdHVRgbolY6hBQ)**
Access the My Approvals in SOW to manage the approval requests for change, request, catalog task, and requested item.
**Related concepts**
* [Live Agent chat in Service Operations Workspace](https://www.servicenow.com/docs/wbbQneFtW3PNhZijUMFBxg "Service Operations Workspace enables agents to work on any incident created using Live Agent chat.")
* [Interaction Management in Service Operations Workspace](https://www.servicenow.com/docs/IJjnY28l7xvLvNaKfyaWLQ "Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.")
* [Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/FpACAGPuU1Y9Fos6dnQ9bg "You can create and manage your incidents in Service Operations Workspace.")
* [Change Management in Service Operations Workspace](https://www.servicenow.com/docs/DJM5pmB5G3EPbTuWS2a9zA "When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.")
**Related tasks**
* [Play a guided tour in Service Operations Workspace](https://www.servicenow.com/docs/U9Od4ggCfU_t4WuEN_EdDg "Use the guided tours in Service Operations Workspace for ITSM through a sequence of interactive steps that guide you through a specific concept or process.")
* [Add a user-specific quick link on the ITSM landing page](https://www.servicenow.com/docs/IrsfwaMLB_kL4F~VQVCLsw "Refer to a URL quickly from the Service Operations Workspace landing page.")
* [Create a list in Service Operations Workspace](https://www.servicenow.com/docs/8fH3joA2AQqMevmR48HLnA "Create a list or use an existing list to create a list.")