Install Service Request Playbook for Public Sector Digital Services

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • If you have the admin role, you can install the Service Request Playbook application (sn_gsm_srvc_req).The application includes demo data and installs any related ServiceNow® Store applications and plugins that aren’t already installed.

    Before you begin

    • Ensure that the application and all of its associated ServiceNow Store applications have valid ServiceNow entitlements. For more information, see Get entitlement for a ServiceNow product or application.
    • Certain features in the Service Request Playbook application are available based on your ServiceNow entitlements and might require installation of other ServiceNow applications and activation of specific plugins.
      Note:
      Install the Playbooks for Customer Service Management application to enable the playbook experience.
    • Review the Service Request Playbook application listing in the ServiceNow Store for information on dependencies, licensing or subscription requirements, and release compatibility.

    Role required: admin

    About this task

    The Service Request [sn_gsm_service_request_case] table is installed with Service Request Playbook.

    Procedure

    1. Navigate to All > System Applications > All Available Applications > All.
    2. Find the Service Request Playbook application (sn_gsm_srvc_req) using the filter criteria and search bar.

      You can search for the application by its name or ID. If you can’t find the application, you might have to request it from the ServiceNow Store.

      In the list next to the Install button, the available versions are displayed.

    3. Select a version from the list and select Install.

      In the Review Installation Details dialog box, any dependencies installed with your application are listed.

    4. If you're prompted, follow the links to the ServiceNow Store to get any additional entitlements for dependencies.
    5. Optional: If demo data is available and you want to install it, select the Load demo data check box.
      Demo data are the sample records that describe application features for common use cases. Load the demo data when you first install the application on a development or test instance.
    6. Select Install.