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) enhances the platform for tier 1 agents by providing a multi-tab interface to efficiently manage multiple incidents, catalog requests, and catalog tasks simultaneously. Agents can initiate catalog request flows directly from other IT Service Management (ITSM) processes, such as incidents, enabling seamless association and tracking of requests with incidents. The feature also supports managing catalog tasks, updating their states, and handling approvals for requests and requested items.

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

    Key Features

    • Request Management Categories:
      • Request: View active requests and requested items.
      • Catalog Task: View active tasks assigned to the current user and their assignment groups.
    • Consistent Forms: The forms for Request, Request Item, and Catalog Task in SOW mirror the layouts, UI actions, policies, and client scripts from the ServiceNow AI Platform UI, ensuring familiarity and consistency.
    • Information Panels:
      • Requested for Card: Displays requester info including local time, department, location, contact details, recent requests, and assigned assets.
      • Opened by Card: Shows similar requester details and is available on catalog task and request item forms as well.
    • Variable Editor: Appears as a pop-up for request items and catalog tasks when included in platform forms.
    • Customizable Views: SOW form views can be customized via the corresponding Request Management forms in the ServiceNow AI Platform UI.
    • Create Catalog Requests: Agents can initiate catalog requests from other ITSM workflows, such as incidents, and associate them for streamlined tracking.
    • Approval Management: The My Approvals section in SOW allows agents to manage approval requests across change, request, catalog task, and requested item records.

    Practical Benefits for ServiceNow Customers

    • Empowers tier 1 agents with an integrated workspace to handle multiple service requests and incidents efficiently.
    • Improves visibility and traceability by linking catalog requests directly to incidents or other ITSM flows.
    • Streamlines approval workflows within a unified interface, reducing delays and improving service delivery.
    • Maintains form consistency between the ServiceNow AI Platform UI and SOW, reducing training needs and improving user adoption.
    • Offers customization flexibility to tailor request and task forms to organizational requirements.

    Next Steps

    • Ensure the Service Operations Workspace ITSM Applications and Request Management applications are installed to enable these capabilities.
    • Familiarize agents with creating catalog requests from incidents and managing associated tasks and approvals within SOW.
    • Customize form views as needed from the ServiceNow AI Platform UI to optimize agent workflows.
    • Explore related features such as Live Agent chat, Interaction Management, Incident Management, and Change Management in Service Operations Workspace to enhance overall ITSM operations.

    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.