---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Information Request Playbook

# Install and configure the Information Request Playbook application {#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

Install the Information Request Playbook application, which enables public sector end users to submit and track public record requests and provides government agents with a pre-defined process for handling and resolving these
requests. You can then configure the features available for submitting requests and routing requests to agents.  
As a user with the admin role, complete the following configuration tasks to set up the Information Request Playbook, after you install the [Public Sector Digital Services Core](https://servicenow-prod.fluidtopics.net/fpI0vF0mH7NjVB2zxuMXGw "You can install the Public Sector Digital Services Core application (sn_gsm) if you have an admin role. The application includes demo data.") application.{#configuring-information-request-playbook__table_cmk_mdm_fwb__entry__2}

| Task | Description |
|-|-|
| [Install Information Request Playbook for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/x6sKdhzl7rNbiSHBdPKcyg "You can install the Information Request Playbook application (sn_gsm_info_req) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they aren’t already installed.") | Install Information Request Playbook (com.sn_public_sector_digital_services_core) from the ServiceNow® Store. |
| [Automatically route service requests using Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/ZWzCL1Ma_ruwRHBqOcpO1g#psds-configuring-awa "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests, such as non-emergency requests, to designated agents.") | Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector information requests to designated agents. |
| [Configure Restricted Caller Access (RCA) privilege settings](https://servicenow-prod.fluidtopics.net/Q7SsUcj5gv7sW4vYV8pSzw "Define cross-scope access to an application, application resource (such as an access control role, a business rule, a UI action, or a script include), or event. You can use a requested RCA to grant store apps access to protected resources in the ServiceNow AI Platform without the need to wait for the next family release.") | You can use a requested RCA to grant store apps access to protected resources in the ServiceNow AI Platform® without the need to wait for the next family release. If you have the system admin or application admin role, you can review requested RCAs and approve and deny them. |
| [Create or edit a legal, review, or final review assignment group](https://servicenow-prod.fluidtopics.net/V~wM5oYFP7LFmsmOv~5pGA#create-or-edit-assignment-group-psds "Create or edit a legal, review, or final review assignment group for Information Requests.") | Create a legal, review, or final review assignment agent group for the final review steps of an Information Request. |
| [Configure the Manage documents activity UI in Information Request Playbook](https://servicenow-prod.fluidtopics.net/pgmQSJcsshuiL99UP0ayaA "Configure the Manage Documents activity UI in Information Request Playbook to allow agents to view, link, or unlink documents to an information request case.") | Create documents, search for documents with the auto-complete name lookup, and link or unlink existing documents to a case, all from one modal within the playbook. |
| [Configure Similar Request Documents UI in Information Request Playbook](https://servicenow-prod.fluidtopics.net/NIJP6ptpQtFi14oHe~TSMA "The Similar Request Documents Activity UI uses the name and description of existing information request cases to display a list of documents associated with the current case, providing helpful information the documents used to resolve similar information requests in Information Request Playbook.") | Search documents from similar cases, preview multiple sets of documents at one time, and link or unlink documents to or from the case from one modal, without having to leave the playbook. |
| [Configure Mobile Agent for Information Request Playbook](https://servicenow-prod.fluidtopics.net/mAPph2VKYKxZg2JQ60pgZw#psds-configure-mobile-agent-for-info-request-playbook "Install the Customer Service Mobile and Information Request Playbook plugins to enable government agents to track public record information requests on the Mobile Agent. You can then configure the roles.") | (Optional) Install the Customer Service Mobile and Information Request Playbook plugins to enable agents to view and track information requests on the Mobile Agent. |
[Tabela 1. Configuration Tasks for Information Request Playbook]

{#configuring-information-request-playbook__table_cmk_mdm_fwb}