---
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


---

# Track information requests

# Track information requests using the Information Request Playbook {#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

Track all the information requests that are assigned to you or other agents in your government agency by using the Information Request Playbook.

## Antes de Iniciar

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

## Por Que e Quando Desempenhar Esta Tarefa

When you select a case, a form opens with the following sections:

* A conversation of the interaction between the requester and the information request case agent.
* The action that needs to be taken on the user's part, such as accepting or rejecting a case outcome.
* The case details, including the case number and status.
* Any attached files.
{#psds-ir-playbook-view-service-request-cases-agent__ul_tlh_swd_hvb}

## Procedimento

1. Open the Information Request Playbook by navigating to Lists in the CSM Configurable Workspace.
2. Navigate to the Information Requests list and select All.
3. In the Information Requests section, select a list that is described in the following table.  
   {#psds-ir-playbook-view-service-request-cases-agent__table_p2q_twd_hvb__entry__2}

   | List | Description |
   |-|-|
   | All | All information request cases that the agent has access to. |
   | My Cases | All information request cases assigned to the agent. |
   | My Open | Open cases assigned to the information request case agent. |
   | Unassigned for my group | Cases that belong to any of the information request case agent's groups but haven't been assigned to an agent. |
   [Tabela 1. Information Request Lists]

   {#psds-ir-playbook-view-service-request-cases-agent__table_p2q_twd_hvb}  
   For a detailed description of the fields under each list, see [Information Request case form](https://servicenow-prod.fluidtopics.net/pdiCqEsnQ~OXnVnOD3lLKg#information-request-case-form "A government agent can create a case by using the Information Request case form to capture detailed information about public record requests that constituents, business stakeholders, or other agents have. Constituents, business stakeholders, or agents can also view the form to see the status of their information requests.").
{#psds-ir-playbook-view-service-request-cases-agent__steps_wvs_x53_dxb}