Request Management in Service Operations Workspace

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 2 Minuten Lesedauer

    • 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

    Request form

    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.

    Request item form

    Hinweis:
    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.