Request Management in Service Operations Workspace

  • Release version: Zurich
  • Updated July 31, 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 core platform functionality for tier 1 agents into a multi-tab interface designed to efficiently manage multiple incidents, catalog requests, and catalog tasks. Agents can create and associate catalog requests directly from other IT Service Management flows, such as incidents, enabling streamlined tracking of related requests and tasks. The solution also supports managing task states and handling approvals within the SOW environment.

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

    Key Features

    • Multi-tab interface: Allows agents to handle multiple records simultaneously for better productivity.
    • Request creation and association: Create catalog requests from other ITSM flows (e.g., from an incident) and link them for comprehensive tracking.
    • Task management: View and update catalog tasks assigned to the agent or their assignment groups.
    • Approval management: Access and manage approval requests for changes, requests, catalog tasks, and requested items via the My Approvals section within SOW.
    • Request Management categories:
      • Request: View active requests and requested items.
      • Catalog Task: View active tasks assigned to the user and their groups.
    • Form consistency: Request Management forms in SOW mirror the layouts, UI actions, UI policies, and client scripts available in the ServiceNow AI Platform UI for Request, Request Item, and Catalog Task.
    • Information panels: Requested for and Opened by cards provide quick access to requester details, local time, department, location, contact info, recent requests, and assigned assets.
    • Variable editor: Available as a pop-up window for request items and catalog tasks if included in the platform forms.
    • Customizable views: Modify SOW form views by customizing corresponding Request Management forms in the ServiceNow AI Platform UI.

    Practical Use and Benefits

    ServiceNow customers benefit from Request Management in Service Operations Workspace by enabling tier 1 agents to efficiently manage requests and related tasks within a unified interface. This integration simplifies workflows by allowing creation and association of requests across ITSM processes, improving visibility and traceability. The built-in approval management streamlines decision-making, while consistent form layouts and quick access to requester details enhance agent productivity and customer service quality.

    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.

    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

    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.

    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.