---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Customize how change requests appear in an agent inbox

# Customize how change requests appear in an agent inbox {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Customize how change requests appear in an agent inbox so that agents receive enough
information to decide whether to accept or reject the work item.

## Antes de Iniciar

Role required: awa_admin or admin

## Procedimento

1. Navigate to the service channel settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up service channels.
   * AllAdvanced Work AssignmentService Channels.
   {#inbox-card-example__choices_nt4_2f3_tvb}
2. Select the Change Request service channel record.
3. On the Change Request service channel form, go to the Inbox Layouts related list and open Default Change Request layout.
4. On the form, fill in the fields.  
   * Field 1: Number
   * Field 2: Short description
   * Field 3: Type
   {#inbox-card-example__ul_kdl_51h_dhb}
5. Click Update.

## Resultado

When you create a change request, the item is routed through the Change Request service channel and assigned to the agent in the Change Management assignment group who is available to receive the change request. When the assignee checks their agent inbox, the change request appears with the option for the agent to either reject or accept the work item.Figura 1. Change request in an agent inbox