Working with form submission workspaces in Creator Studio
Summarize
Summary of Working with form submission workspaces in Creator Studio
When users submit requests through an app built in ServiceNow Creator Studio, these requests are collected in a form submission Workspace called the Request App Workspace. This workspace centralizes all form submissions by app and is accessible to fulfillers—those responsible for managing and processing requests. The workspace is designed to be ready for immediate use but can be customized to better fit the needs of fulfillers and app owners.
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Key Features
- Request App Workspace: Displays form submissions organized by app, providing fulfillers with filtered lists such as Open, Open – Unassigned, Closed, and All to efficiently manage requests.
- Customization of Workspaces: As an app owner, you can tailor the workspace’s appearance and functionality via the Form submissions tab in Creator Studio, including adding filtered lists for specific forms or request statuses.
- Filtered Lists for Multiple Forms: If your app contains multiple forms, you can create separate filtered lists for each form to help fulfillers focus on relevant submissions. Admins add new categories through the List Category [sysuxlistcategory] table in the ServiceNow AI Platform.
- Access and Permissions: Fulfillers access the workspace through the ServiceNow AI Platform under All > App Engine > Request App Workspace. Visibility of workspace categories depends on the user's roles and permissions.
- Record Interaction and Preview: Fulfillers can view and update individual request records, which display configured playbooks on the Catalog tasks tab. App owners can preview how records appear in the workspace directly within Creator Studio.
- Analytics Center: Each app has a dedicated analytics dashboard showing metrics such as open requests and related tasks, enabling administrators and fulfillers to monitor app performance effectively.
Practical Use for ServiceNow Customers
- Manage Requests Efficiently: Use default and custom filtered lists to quickly sort and prioritize form submissions according to your app’s workflows.
- Customize for Your Team: Tailor workspace views to match your fulfillers’ needs, making it easier for them to access, review, and act on requests.
- Control Access: Understand role-based visibility to ensure fulfillers see appropriate data while maintaining security and compliance.
- Monitor Performance: Leverage the Analytics Center dashboards to track request volume and task statuses, helping you optimize app operations.
- Preview User Experience: Validate how requests appear to fulfillers by using Creator Studio’s preview feature before publishing changes.
So, you’ve built your app, and people are submitting requests through it, that’s great! However, you might be wondering where those requests go after they’re submitted. The short answer is they live in a form submission Workspace, which you can customize in Creator Studio to suit your needs.
A little more about workspaces
The Request App Workspace holds form submissions that come in from each of your apps. Fulfillers (remember, these are the people who work on requests) can access the workspace through the ServiceNow AI Platform and see submissions for all the apps they're assigned to.
Each app that you build in Creator Studio has its own category in the Request App Workspace, regardless of how many forms or automations it has.
As the app owner, you’re responsible for the look and feel of the workspace that the app's fulfillers use. Thankfully, the workspace should be ready to use out-of-the-box, but you can also customize it on the Form submissions tab of your app in Creator Studio.
When you open the Form submissions tab, you’ll see some filtered lists that appear in the default workspace. These filtered lists (Open, Open – Unassigned, Closed, and All) are intended to give fulfillers a quick view of all the form submissions. You can add more filtered lists as needed, for example, you could add a filtered list for each of the app's forms or for canceled requests.
If it would help your fulfillers to have additional categories, you must ask your admin to add them using the List Category [sys_ux_list_category] table on the ServiceNow AI Platform.
Creating lists to support multiple forms
When fulfillers open the workspace to view an app's form submissions, the default "Open" list displays all open requests made through the app. However, if you have multiple forms in your app, fulfillers might find it easier to have separate "Open" lists for each form in the app. In that case, you should create different lists for each separate form and name them after the forms. Find out how in Add a filtered list to a workspace in Creator Studio.
Alternatively, fulfillers can use the "My lists" feature in Workspace to create custom lists that fit their needs. Tell them how to by checking out Create My Lists in workspace.
How fulfillers access submitted forms in Workspace
You can also preview and interact with how records will appear in the Request App Workspace directly within Creator Studio.
What fulfillers can see in the Request App Workspace depends on their permissions. For example, admins can see workspace categories for all apps built in Creator Studio. However, most users see only the workspace category for their particular app.
When fulfillers view a record for an individual request in the workspace, the Catalog tasks tab displays the playbook that you configured in Creator Studio.
Fulfillers or admins may also want to monitor the app’s performance as requests come in. This is where the Analytics Center in the Request App Workspace is helpful! On the Analytics tab, each app has its own analytics dashboard that shows applicable data, like how many open requests you have or what tasks are related to the app. There’s a lot of helpful information here. Find out more about working with data in Analytics Center.