---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Tracking content requests

# Tracking content requests {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Tracking Content Requests

The Tracking Content Requests feature in Content Governance allows employees, content managers, and content admins to monitor the status of submitted content requests effectively.
This functionality enhances communication and ensures transparency throughout the content creation process.
Show full answer Show less  

## Key Features

* **Tracking for Requesters:** Employees can track their content requests by accessing "My requests," where they can view details, add comments, and attach files. The state field indicates the current status and triggers system actions.
* **Manager and Admin Tracking:** Content managers and admins can view all content requests by navigating to "Content Governance \> All Requests." Each request is recorded with a unique prefix (CONREQ) and can be assigned to an individual or group.
* **Request State Management:** The status of content requests is visually represented in a status bar, displaying various states such as New, Assigned, Work in Progress, In Review, Ready to Publish, Published, and Cancelled. This provides real-time updates on request progress.

## Key Outcomes

This tracking capability streamlines the content creation process, facilitates effective communication between requesters and content teams, and allows for efficient status monitoring. By understanding the various content request states, users can better manage expectations and workflows, ensuring timely delivery of requested content.  
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 {#ec-content-gov-track__section_ksd_lhk_myb}

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](https://www.servicenow.com/docs/qjWLMNs17yi2Bl1iZMBCtQ#ec-content-gov-track__understanding-request-states).

## Tracking as a content manager or content admin {#ec-content-gov-track__section_phb_nhk_myb}

Content managers and content admins can view content requests by navigating to Content GovernanceAll Requests. Each time an employee submits a content request, the system creates a record with the prefix CONREQ. This record can be assigned either to an individual content manager or to a group. The record is used for the following purposes:

* 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
{#ec-content-gov-track__ul_qd4_qpm_nyb}

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 {#ec-content-gov-track__understanding-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 status bar]()
{#ec-content-gov-track__table_jkp_yq2_bwb__entry__3}

| 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. |
[Table 1. Content request and content request item states]

{#ec-content-gov-track__table_jkp_yq2_bwb}  
Note:  
Content request items require content and publishing plan in order to change the state to In Review, Ready to Publish, and Published.

For information on how to customize the approval process, see [Employee tasks page](https://www.servicenow.com/docs/W1Aejo2JHkdLIVyzB_rM8Q "Configure the tasks page for employees to view and complete all their tasks on a single page. You can configure the page by applying filters to show user approvals, content tasks, and more.").

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