---
sourceDocument: Brazil Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/government-industry

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Create a service request record

# Create a service request record using Service Request Administration {#ariaid-title1}

Release version: Brazil  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a service request record in the Public Sector Digital Services application by using a Service Request Administration activity. By using a playbook, you can have an efficient, streamlined way to create and resolve a service request.

## Before you begin

Note:  
Before starting this procedure, verify that the Service Request Administration application, which is separate from Public Sector Digital Services Core, has been installed and enabled in the Public Sector Workspace. For instructions, see [Install Service Request Administration for Public Sector Digital Services](https://www.servicenow.com/docs/RA9vn4zaxNQAaMkEsrPxRg "If you have the admin role, you can install the Service Request Administration application (sn_gsm_srvc_req).The application includes demo data and installs any related ServiceNow Store applications and plugins that aren’t already installed.").

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent,
sn_gsm.relationship_agent, and sn_gsm.service_manager

## About this task

If a playbook is configured to use the record generator feature, you can create a record using a playbook activity. If a case is already associated with a playbook, a new service request case type is opened in a new tab, with
Playbook as the default tab. Creating a record from a list or form, or from an activity in another playbook, opens the Service Request playbook and initiates the first activity. This activity, the first step of the intake stage,
guides you through the record creation process.

## Procedure

1. In the Public Sector Workspace, navigate to ListsService RequestsAll.
2. Select New.  
   The Service Request Administration opens and initiates the first activity for collecting the request details, which is the Intake stage.
3. On each activity card, fill in the information.  
   Select Skip to bypass an intake activity.
4. Select Save.  
   A case is created with the service request information. The case number is added to the tab and the first activity in the Intake stage is marked as complete. The second activity in this stage is highlighted as the current activity.

## What to do next

Continue using the playbook stages and activities to resolve the constituent's issue
and complete the case.

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