Install and configure the Information Request Playbook application

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：3分

    • Install the Information Request Playbook application, which enables public sector end users to submit and track public record requests and provides government agents with a pre-defined process for handling and resolving these requests. You can then configure the features available for submitting requests and routing requests to agents.

    As a user with the admin role, complete the following configuration tasks to set up the Information Request Playbook, after you install the Public Sector Digital Services Core application.
    表 : 1. Configuration Tasks for Information Request Playbook
    Task Description
    Install Information Request Playbook for Public Sector Digital Services Install Information Request Playbook (com.sn_public_sector_digital_services_core) from the ServiceNow® Store.
    Automatically route service requests using Advanced Work Assignment Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector information requests to designated agents.
    Configure Restricted Caller Access (RCA) privilege settings You can use a requested RCA to grant store apps access to protected resources in the ServiceNow AI Platform® without the need to wait for the next family release. If you have the system admin or application admin role, you can review requested RCAs and approve and deny them.
    create-or-edit-assignment-group-psds.html Create a legal, review, or final review assignment agent group for the final review steps of an Information Request.
    Configure the Manage documents activity UI in Information Request Playbook Create documents, search for documents with the auto-complete name lookup, and link or unlink existing documents to a case, all from one modal within the playbook.
    Configure Similar Request Documents UI in Information Request Playbook Search documents from similar cases, preview multiple sets of documents at one time, and link or unlink documents to or from the case from one modal, without having to leave the playbook.
    Configure Mobile Agent for Information Request Playbook (Optional) Install the Customer Service Mobile and Information Request Playbook plugins to enable agents to view and track information requests on the Mobile Agent.