--- sourceDocument: Zurich Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/employee-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Managing content requests # Managing content requests {#ariaid-title1} * Release version: Zurich * * Updated July 31, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Managing content requests Content Governance in ServiceNow Zurich release offers a streamlined workflow for employees to request content creation, monitor progress, preview, approve, and publish content. It integrates with Content Publishing to help content managers and administrators efficiently manage and fulfill content requests within the platform. Show full answer Show less ## Key Features * **Content Request:** A system-generated record that tracks the status and workflow of an employee's content request. * **Content Request Item:** Provides detailed information about each content piece to be created, including status updates. Multiple items can be linked to a single request. * **Reviewers:** By default, the requester approves the content, but additional reviewers can be assigned by the requester or manager. * **Assignment Groups:** Groups such as Content Admin and Content Manager receive content requests for action. New groups can be configured as needed. ## Content Request Process * **Step 1 - Request Content:** Employees submit a Content Request form with details, comments, and attachments. This creates a content request record. * **Step 2 - Assign Content Request:** Content managers review requests and assign them to content creators. * **Step 3 - Content Creation and Scheduling:** Content creators develop content directly in the content library linked to the request. Content can only be linked to one request. * **Step 4 - Content Review:** Completed content is sent to the requester for review and must be associated with a publish plan. Content is locked during review to prevent edits. * **Step 5 - Approval:** Requesters and additional approvers review, suggest edits, and approve content via tasks and notifications. Preview is available for rich content, news, and portal types. * **Step 6 - Publishing:** Approved content is published according to the configured publish plan. ## Practical Benefits for ServiceNow Customers This workflow enables customers to efficiently manage content creation requests from submission through approval and publishing, ensuring clear accountability and status tracking. By integrating with Content Publishing, it simplifies collaboration among content managers, creators, and requesters while maintaining content quality and governance standards before publishing. Content Governance provides a streamlined way for employees to ask for content to be created, track the progress, preview the content, and approve it before it is published. Content Governance integrates with Content Publishing to provide content managers and admins an efficient way to fulfill and manage content requests. Content managers and admins can view these requests, assign it to a content creator, review the content, approve or make suggestions, and publish the content to make it available to their employees. ## Content Governance components {#ec-content-governance__section_wp3_pgh_s1c} Content request : A content request is a system-generated record that tracks the status of an employee's content request and facilitates the Content Governance workflow. Content request item : A content request item provides additional details about the content request and the type of content to be created. You can have multiple content request items associated with a content request. : Content request items also provide a status or state of the content being created. Reviewers : By default, the employee who made the content request is also responsible for approving the content for publishing. The requester or manager can select additional reviewers. Assignment groups : An assignment group is a group of users that receive the content request. Content Governance includes two assignment groups out of the box: Content Admin and Content Manager, which contain the users with those roles. To configure a new assignment group, see [Configure assignment group types](https://www.servicenow.com/docs/access?context=c_ConfigGroupTypesForAssignGroups&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US) ## Content request process overview {#ec-content-governance__section_hsr_1gd_myb} The following process overview provides a high-level understanding of how employees and content-producing teams use Content Governance. Step 1: Request content : A user fills out the Content Request form, providing details about the needed content. Once the user submits the form, the system creates a content request record, where the user can add comments and attach files. : : [Requesting content](https://www.servicenow.com/docs/Den~WjCwCJIwUNHGbC94pw#ec-content-gov-request "Content Governance provides multiple ways for employees to request content to be created for employee communications and for your company's content team to clarify the request and assign the request to team members.") Step 2: Content request is created and assigned : The content manager opens the content request record to review the request details and assign it to an employee responsible for creating content. : : [Tracking content requests](https://www.servicenow.com/docs/IPnatwXNrQ8_K7Tr_gM8qw "After a content request is submitted, Content Governance enables the content requester, content managers, and content admins to track the status of the request and associated content.") [Assign content request to content creator](https://www.servicenow.com/docs/UtJSx~mHnBa~0dYiKWeyng "Assign a new content request to a content manager so they can create the content and a publish plan, then send it for approval.") Step 3: Content is created and scheduled : Once the request is assigned to a content manager and the content request is updated to the Work In Progress state, the content manager can create content in the content library directly from the request page. This associates the content with the content request for tracking purposes. Note: Content can only be associated with one content request. : : [Creating content through Content Governance](https://www.servicenow.com/docs/Au9Vp8GC6zdZzBq_QllBGw "When a content request item is assigned to you, create and schedule the content, then send it for approval.") Step 4: Content is sent to requester for review : When the content creator is done, they send the content to the requester for review. Content must be associated with a publish plan before it can be sent for review. Note: Once a Content Request record is in the Review state, the associated content is locked to prevent further editing. : Step 5: Content is reviewed and approved : The requester receives the review request as a new task in their portal and via email notification. The content requester and any additional approvers do the following: * Review the content Note: Only rich content, news, and portal type content can be previewed * Suggest edits or changes * Approve the content {#ec-content-governance__ul_xqd_m5j_myb} : : [Previewing and approving a content request item](https://www.servicenow.com/docs/VEm9Z3M3_vSBYz6HAyf0RQ "Content requesters can preview content request items before they approve it to be published.") Step 6: Content is published : After the content creator implements any feedback and the content is approved, the content is published based on the configured publish plan.