---
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


---

# Tasks and requests

# Tasks and requests {#ariaid-title1}

* Release version: Australia
* 
* Updated April 2, 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 Tasks and requests

Tasks and requests provides ServiceNow customers with a unified interface to efficiently manage tasks, approvals, and action items.
This feature consolidates all work assigned to or submitted by an employee into a single view, replacing the fragmented experience of multiple queues and modules.
It enhances productivity by aggregating tasks and active service requests and presenting them within Employee Slate, a centralized employee workspace.
Show full answer Show less  

## Key Features

* **Consolidated Work Items:** Combines tasks assigned to employees and active service requests they submitted, accessible via filters configured through To-Do and My Request settings.
* **Employee Slate Integration:** Offers detailed task and request pages with contextual information for employees to easily track and act on items.
* **AI-Powered Prioritization and Summaries:** Using Now Assist, task cards include AI-generated summaries explaining who is requesting, what is needed, and why it matters. Tasks are prioritized based on urgency, due dates, business impact, and dependencies, ensuring critical items appear first.
* **AI Insights for Approvals:** Now Assist analyzes approval requests and provides a checklist highlighting which policy conditions are met or require review, aiding faster and more informed decision-making. Customers should verify AI insights against official policies before approving.
* **Conversational Filters and Chat-Driven Actions:** Employees can filter tasks and requests using natural language through chat, such as filtering by overdue status or request type, and approve or reject items directly from the details page. This chat functionality works alongside administrator-configured filters.
* **Consumption and Logging:** AI prioritization runs within a daily execution cap (default 3,000 executions) configurable by administrators, with detailed logs and scoring data available for transparency and monitoring.

## Practical Benefits

* **Streamlined Work Management:** Employees access all relevant tasks and requests in one place, reducing time spent navigating multiple systems.
* **Enhanced Decision Support:** AI-generated summaries and insights improve understanding and prioritization of work, helping employees focus on high-impact activities.
* **Improved Compliance and Accuracy:** AI Insights aid approval accuracy by surfacing relevant policy conditions, reducing the risk of oversight.
* **Interactive and Efficient Workflow:** Conversational chat filters and actions provide a natural, user-friendly way to manage tasks and approvals without manual searching or filtering.

## Requirements and Notes

* AI capabilities such as summaries, prioritization, insights for approvals, and chat-driven actions require the Now Assist plugin.
* Employee Slate deployments using ServiceNow Otto without Now Assist will have access to tasks and requests but lack AI features.
* Administrators should monitor AI consumption limits and adjust the daily execution cap as needed based on organizational usage.  
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}

Employee Slate 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.

## 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, Employee Slate. 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. Employee Slate deployments that use ServiceNow Otto without Now Assist include the tasks and requests without some AI capabilities.
**Related reference**   

* [Employee Slate 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.")