--- sourceDocument: Brazil Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Tasks and requests # Tasks and requests {#ariaid-title1} Release version: Brazil 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 ServiceNow customers a unified interface to manage tasks, approvals, and action items efficiently. It consolidates all work assigned to or submitted by an employee---such as tasks and active service requests---into a single view, replacing fragmented management across multiple queues and modules. This unified approach streamlines work tracking and action across various enterprise systems, including HR, IT, learning, and surveys. Show full answer Show less ## Key Features * **Consolidated Work Items:** Aggregates tasks assigned to employees and active service requests they submitted, accessible through configurable filters for better tracking. * **Filtering and Sorting:** Requests can be filtered by creation or update date (30 or 90 days), while tasks support filters by due date, task type, and sorting options to efficiently navigate long lists. * **AI Prioritization and Summaries:** Powered by Now Assist, task cards include AI-generated summaries outlining who requested the task, what is needed, and why it matters. Tasks are sorted by AI-evaluated urgency and business impact to prioritize immediate actions. * **AI Insights for Approvals:** AI analyzes approval requests and provides checklists highlighting which policy conditions are met or require review, assisting decision-making while encouraging verification against authoritative policies. * **Conversational Filters and Chat-Driven Actions:** Through the EmployeeWorks Web App, employees can use chat commands to filter, track, approve, reject, or delegate tasks and requests. This chat-driven approach complements traditional filters configured by administrators. * **Task Delegation:** Employees can delegate tasks or approvals to others for a defined time period. Delegated items appear in the delegatee's task view, enabling action on behalf of the original assignee. ## Practical Benefits for ServiceNow Customers * Enables employees to manage all tasks and requests from a single, streamlined interface, reducing time spent switching between modules. * Improves task prioritization and decision-making using AI-generated summaries and insights, helping employees focus on high-impact work. * Supports dynamic work management with conversational commands for filtering and acting on work items, enhancing user productivity. * Facilitates smooth task handoffs with delegation to maintain workflow continuity during absences or role changes. * Allows administrators to configure filters and AI consumption limits to optimize performance and user experience. Note that AI capabilities such as Now Assist must be enabled to access prioritization, summaries, and chat-driven actions. Deployments without Now Assist will have a more basic tasks and requests experience. 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/arzKefFVRSV8nC3cF~3yMA "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/xKb20K0iEGM_BSkgAgdGlw "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/xKb20K0iEGM_BSkgAgdGlw "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/6N1f5GM0syxrbrzK4ovGPw "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.")