Tracking content requests

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Tracking content requests

    Content Governance in ServiceNow enables employees, content managers, and content admins to effectively track the status of content requests and associated content throughout the request lifecycle. This tracking ensures transparency and streamlined communication from submission through publishing.

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    Tracking as the Content Requester

    After submitting a content request, employees can monitor the request status by navigating to My requests and opening the specific content request. They can add comments for content managers, attach files, and review submitted details. The state field offers a quick status update and triggers system actions relevant to the request.

    Tracking as a Content Manager or Content Admin

    Content managers and admins access all content requests via Content Governance > All Requests. Each request generates a unique record prefixed with CONREQ, which can be assigned to an individual or team. This record:

    • Holds details such as content type and target audience
    • Facilitates communication with the requester
    • Houses the created content in the Content Request Items list
    • Tracks the current status of the request

    Managers and admins can view all requests and content, even if not assigned.

    Understanding Content Request States

    The content request state provides real-time visibility into the request’s progress for all stakeholders. The status bar highlights the current state. The key states and their meanings include:

    • New / Open: Request submitted and record created.
    • Assigned / Open: Request assigned to a manager or team; state updated manually.
    • Work in Progress: Manager starts working on the request; manual update.
    • In Review: Content and publishing plan created; sent for review by requester and approvers. Content becomes non-editable unless reverted to "Work in Progress."
    • Ready to Publish: Requester approves; state changes automatically.
    • Published: Manager manually marks as published; content becomes available per the publishing plan.
    • Cancelled: Admin cancels the request.

    Note: Content request items require associated content and a publishing plan to move beyond the "Work in Progress" state.

    After a content request is submitted, Content Governance enables the content requester, content managers, and content admins to track the status of the request and associated content.

    Tracking as the content requester

    After submitting a content request, the employee can track the status of the request by navigating to My requests and opening the content request. They can add a comment for the content manager, attach files, and review the details they submitted.The content requester can track the request status from the My Request tab

    The state field of a content request provides a quick status update to the requester and content team, as well as triggers system actions. For more information, see Understanding content request states.

    Tracking as a content manager or content admin

    Content managers and content admins can view content requests by navigating to Content Governance > All Requests. Each time an employee submits a content request, the system creates a record with the prefix CONREQ. This record can be assigned either to an individual content manager or to a group. The record is used for the following purposes:
    • Holds the request details, such as the type of content that needs to be created and the intended audience
    • Communicate with the employee who made the request
    • Holds the associated content once it's created in the Content Request Items list
    • Tracks the request status

    Content admins and content managers can view all the content requests and associated content, even if they aren't assigned to that record.

    Understanding content request states

    The content request state provides a quick update on the current status to the employee who made the content request, approvers, and the content team.

    The status bar at the top of a content request record displays all the states, with the current state highlighted.Content request status bar

    Table 1. Content request and content request item states
    Content request state Content request item state Description
    New Open Content request was submitted
    Assigned Open Content admin or manager assigns the request to a content manager or team, and manually updates the state
    Work in Progress Work in Progress Content manager manually updates the state when they start working on the ticket
    In Review In Review After the content manager creates the content and publishing plan and clicks Send for review, the system updates the state to "In Review" and assigns a task to the content requester and approvers to review the content
    Note:
    Once a content request item is In Review, the content cannot be edited. The content manager must revert the state to "Work in Progress" to edit the content.
    Ready to Publish Ready to Publish When the requester clicks Approve, the system updates the state to Ready to Publish
    Published Published The content manager manually updates the record to Published and the content becomes available to employees according to the publish plan configuration
    Cancelled Cancelled The content admin cancels the request.
    Note:
    Content request items require content and publishing plan in order to change the state to In Review, Ready to Publish, and Published.

    For information on how to customize the approval process, see Employee tasks page.