Using the Request App Workspace to fulfill requests
Summarize
Summary of Using the Request App Workspace to fulfill requests
The Request App Workspace in ServiceNow Yokohama release provides a centralized environment for fulfillers to manage and process requests submitted through apps built in Creator Studio. This workspace consolidates form submissions from all assigned apps into a single interface accessible via the ServiceNow AI Platform, simplifying request fulfillment across multiple applications.
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Key Features
- Unified Workspace: One Request App Workspace per instance organizes requests by app category, with customized lists for filtering records based on various states.
- Role-Based Access: Fulfillers must have a specific role assigned for each Creator Studio app (e.g., xsncitreq.agent) to access and work on requests in the workspace.
- Customizable Lists: Fulfillers can utilize default lists such as "Open requests" or create personalized lists with the "My Lists" feature to efficiently track and manage tickets.
- Dashboard Analytics: Dashboards provide insights and analysis for each app, displaying active tasks and request statuses configured by administrators, aiding in workload management and performance monitoring.
- Record Details and Tabs: Each request record opens with multiple tabs to facilitate detailed work and updates required for fulfillment.
Practical Use for ServiceNow Customers
ServiceNow customers using Creator Studio apps can streamline request fulfillment by leveraging the Request App Workspace. Fulfillers gain a consolidated view of all app requests they are responsible for, enabling them to quickly identify, filter, and work on open or assigned requests. Customizable lists and dashboards enhance productivity and visibility into request statuses and workload distribution. Access control ensures that only authorized fulfillers can handle specific app requests, maintaining secure and organized processing.
By using this workspace, customers can expect a more efficient and organized request fulfillment process that supports multiple apps within a single ServiceNow instance, improving service delivery and user satisfaction.
After users submit a request through an app built in Creator Studio, fulfillers work on the request's submitted record in the Request App Workspace.
The Request App Workspace holds app requests
The Request App Workspace holds form submissions that come in from each of your apps. Fulfillers (remember, these are the people who work on requests) can access the workspace through the ServiceNow AI Platform and see submissions for all the apps they're assigned to.
There is only one Request App Workspace per instance. Each app that you build in Creator Studio has its own category in the Request App Workspace, with as many lists as you configure, regardless of how many forms or automations it has.
Each app has its own section in the workspace, with lists to filter for submitted request records in various states.
Using lists to find tickets in various states
Each app's section contains lists, such as Open requests and any lists the admin or app creator configured. Fulfillers can use the "My Lists" feature in Workspace to create custom lists that fit their needs. Tell them how to by checking out Create My Lists in workspace.
The Lists view contains two tabs: Default Lists and My Lists. For more information on working with lists, check out Using lists to find work to do.
Using dashboards to analyze request fulfillment
The Dashboard overview view contains a dashboard for every app (that you have access to) that was made in Creator Studio.
You can select an app's dashboard to see analysis of all active tasks, as well as the number of records in various states configured by your admin. For more information on working with analytics dashboards, see Dashboards in Platform Analytics
Working on open requests in the workspace
After you find the subset of requests you need, such as open requests assigned to you, you can select the task record Name to open the record.After you find the subset of requests you need, such as open requests assigned to you, you can select the record Name to open the record.