---
sourceDocument: Zurich Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/service-management-for-the-enterprise

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Service Management

ft:clusterId :

    - sm4e

bundleId :

    - sm4e

workflow :

    - Technology


---

# Request Management in a Service Management application

# Request Management in a Service Management application {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Agents regularly access request records as they resolve requests and correspond with the
submitters. They can also access built-in reports to see information like the number of active or
unassigned requests for an SM application.
* **[Request creation](https://www.servicenow.com/docs/rVvlPBfkI3VSQJ1BE0AmEg)**   
  Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can.
* **[Request states](https://www.servicenow.com/docs/bKYL7pjiAQDtBW27KSCKYg)**   
  Service Management requests follow a specific life cycle and move through a series of states, which are displayed in the State field on the request record.
* **[Request approvals](https://www.servicenow.com/docs/0ubuWptVB3eWyR68wUI~ZQ)**   
  Approving a request in an SM application means that the request is ready for task creation and assignment.
* **[Agent assignment methods](https://www.servicenow.com/docs/WW2bDyba88cIGlpRrtEcog)**   
  Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment.
* **[Collaborate on a request](https://www.servicenow.com/docs/0yC7_VuFIGT5K8NV6IPrVA)**   
  Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter.
* **[Close a request](https://www.servicenow.com/docs/B990J1Ki843cqqBmbvO7tw)**   
  When you close a request, you can add details that you want the submitter to be aware of.
* **[Request task management](https://www.servicenow.com/docs/jkwP1xW1fTfmuzLIdJc_4Q)**   
  A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request.
* **[Request Management Platform Analytics Solutions](https://www.servicenow.com/docs/GfExklozcBn26OC4SBhsGg)**   
  Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.