Request Management in Service Operations Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Request Management in Service Operations Workspace

    Request Management in Service Operations Workspace (SOW) integrates IT Service Management (ITSM) capabilities into a multi-tab interface designed for tier 1 agents. This allows agents to efficiently manage multiple incidents, catalog requests, and catalog tasks within a unified workspace. Agents can create catalog requests from other ITSM flows, such as incidents, and associate these requests for streamlined tracking and management.

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    To enable Request Management flows in SOW, the Service Operations Workspace ITSM Applications (sn-sow-itsm-cont) must be installed, which automatically installs the Request Management for Service Operations Workspace (snsowreq) application.

    Key Features

    • Request Management Categories:
      • Request: View and manage active requests and requested items.
      • Catalog Task: View active tasks assigned to the current user and their assignment groups.
    • Request Management Forms: The forms for Request, Request Item, and Catalog Task in SOW mirror those in the ServiceNow AI Platform UI, supporting consistent UI actions, policies, and scripts.
    • Request Form Details:
      • Track request state, due date, and requested items.
      • Access Requested for and Opened by cards showing user info, local time, department, location, contact details, recent requests, and assigned assets.
    • Variable Editor: Displays as a pop-up window for request items and catalog tasks if included in platform forms.
    • Customization: Form views in SOW can be customized from the corresponding Request Management forms in the ServiceNow AI Platform UI.
    • Create Catalog Requests: Initiate catalog request flows directly within SOW from other ITSM processes like incidents, enabling association between requests and incidents.
    • Approvals Management: Use the My Approvals section in SOW to manage approval requests for changes, requests, catalog tasks, and requested items.

    Practical Benefits for ServiceNow Customers

    • Streamline service request handling by managing multiple requests and tasks within a single interface tailored for tier 1 agents.
    • Improve incident management by associating catalog requests with incidents, enhancing tracking and resolution efficiency.
    • Maintain consistent user experience and process automation through shared forms and UI components between SOW and the AI Platform UI.
    • Enable quick access to approval workflows within the workspace, simplifying decision-making and request fulfillment.
    • Customize forms and workflows as needed to fit organizational processes, ensuring flexibility and relevance.

    Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.

    As an agent, you can create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management flow. For example, from an incident flow, you can create a request, and associate the request with the incident to help track requests associated with an incident and vice versa. You can also work on catalog tasks and update the state of the tasks, and manage approvals of requests and requested items.

    The Service Operations Workspace ITSM Applications application (sn-sow-itsm-cont) that automatically installs the Request Management for Service Operations Workspace (sn_sow_req) application should be installed for the Request Management flows in Service Operations Workspace. For more information, see Getting started with Service Operations Workspace for ITSM.

    Request Management categories in Service Operations Workspace

    The following Request Management categories are available in Service Operations Workspace:

    • Request: Enables you to view active requests and requested items.
    • Catalog Task: Enables you to view the active tasks assigned to the current user and active tasks assigned to the current user’s assignment groups.
    Figure 1. Request Management categories
    Request Management categories in Service Operations Workspace

    Request Management forms in Service Operations Workspace

    The form layouts, UI actions, UI policies, and client scripts available on the following Request Management forms in the ServiceNow AI Platform UI are also available on the corresponding Service Operations Workspace forms.

    • Request
    • Request Item
    • Catalog Task
    Figure 2. Request form
    Request form

    You can view the request form in Service Operations Workspace and track the record information like the request state, due date for a request, requested item.

    You can view Requested for and Opened by cards in the record information panel.
    • Requested for: The Requested for card displays quick information about the requester, local time, department, location, info icon, and contact details. Additionally, you can select Recent requests to view the requests created by the requester and select the Assigned assets to view the assets assigned to the user.
    • Opened by: The Opened by card displays quick information about the requester, local time, department, location, info icon, and contact details.

    You can also view the Requested for and Opened by cards in catalog task and request item.

    Request item form

    Note:
    A variable editor is displayed as a pop-up window for request items and catalog tasks only if it is included in the platform forms.

    You can change the view of any Service Operations Workspace form by customizing the Service Operations Workspace view from the corresponding Request Management form in the ServiceNow AI Platform UI.