Using the Request App Workspace to fulfill requests

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Using the Request App Workspace to fulfill requests

    The Request App Workspace in ServiceNow provides fulfillers—users responsible for working on submitted requests—a centralized environment to manage and fulfill requests originating from apps built in Creator Studio. This workspace consolidates all form submissions from your apps into a single interface accessible through the ServiceNow AI Platform.

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    Each ServiceNow instance contains one Request App Workspace that organizes requests by app categories. Fulfillers see filtered lists of requests for the apps they are assigned to and can update request records as needed.

    Access and Roles

    To use the Request App Workspace, fulfillers must have the appropriate fulfiller role for the specific app (e.g., xsncitreq.agent for an app with the scope xsncitreq). This ensures secure, role-based access to requests within the workspace.

    Key Features

    • App Categories and Lists: Each Creator Studio app has its own section with default and admin-configured lists that filter requests by various states (e.g., Open requests).
    • Custom Lists: Fulfillers can create personalized custom lists via the "My Lists" feature to tailor their view and efficiently find work relevant to them.
    • Dashboards: Each app has an associated dashboard providing analytics on active tasks and request state distributions to help monitor fulfillment progress.
    • Request Record Details: Fulfillers can open individual request records to view detailed information and perform updates across multiple tabs designed to support the fulfillment process.

    Practical Use for ServiceNow Customers

    By leveraging the Request App Workspace, ServiceNow customers can streamline request fulfillment workflows across multiple Creator Studio apps within a unified platform. It simplifies task management by providing filtered views, customizable lists, and real-time analytics dashboards. Fulfillers benefit from direct access to request details and status updates, enabling faster and more accurate handling of user requests.

    Overall, this workspace enhances operational efficiency by consolidating request data, supporting role-based access, and offering tools that adapt to fulfillers’ needs.

    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.

    Fulfillers access the default workspace on the ServiceNow AI Platform by going to All > App Engine > Request App Workspace. The Request App Workspace displays a category for each app with filtered lists of records, both default and any extra that you added. Fulfillers then select a record to view the details of the request and make updates as needed.
    Note:
    To access the Request App Workspace, you must have a fulfiller role for the app built in Creator Studio. For example, x_snc_it_req.agent for an app with the scope x_snc_it_req.

    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.

    Figure 1. Request App Workspace
    All Requests list showing open requests with columns for number, priority, state, assigned to, short description, and task type.

    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.

    Figure 2. Request record in the Request App Workspace
    Open request record in the workspace
    The submitted request record has various tabs that help you do your work. For details on using records to fulfill requests, see the following topics: