---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Tracking content requests

# Tracking content requests {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
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This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Tracking content requests

Content Governance in ServiceNow allows employees who submit content requests, as well as content managers and admins, to track the status and progress of content requests and the related content.
This feature ensures transparency and efficient communication throughout the content creation and approval lifecycle.
Show full answer Show less  

## Tracking as a Content Requester

After submitting a content request, employees can:

* Navigate to **My requests** to view the status of their requests.
* Add comments and attach files to communicate with content managers.
* Review the details of their original request.
* Monitor the request state, which provides a quick update and triggers system actions.

## Tracking as a Content Manager or Content Admin

Content managers and admins can:

* View all content requests via **Content Governance \> All Requests**.
* Manage records created for each request, identified with the prefix **CONREQ**, which include:
  * Details about content type and audience.
  * Communication with the requester.
  * Associated content items once created.
  * Tracking of the request status.
* Assign requests to individuals or groups.
* Access all requests and content regardless of assignment.

## Understanding Content Request States

Content request states provide status updates to requesters, approvers, and content teams. The state is visible on the request record's status bar and controls workflow actions.

| Content Request State | Content Request Item State | Description |
|-|-|-|
| New | Open | Request submitted but not yet assigned. |
| Assigned | Open | Request assigned to a content manager or team; state updated manually. |
| Work in Progress | Work in Progress | Content manager begins working on the request; state updated manually. |
| In Review | In Review | Content manager submits content and publishing plan for review. Content requester and approvers review the content. Content cannot be edited in this state unless reverted to Work in Progress. |
| Ready to Publish | Ready to Publish | Content requester approves the content, marking it ready for publishing. |
| Published | Published | Content manager publishes the content, making it available according to the publish plan. |
| Cancelled | Cancelled | Content admin cancels the request. |

**Note:** Changing states to In Review, Ready to Publish, or Published requires a completed content and publishing plan. For customizing approval workflows, refer to the Employee tasks page.  
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 {#ec-content-gov-track__section_ksd_lhk_myb}

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 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](https://servicenow-prod.fluidtopics.net/371VGbMvGF_BlWKN2Jzv5Q#ec-content-gov-track__understanding-request-states).

## Tracking as a content manager or content admin {#ec-content-gov-track__section_phb_nhk_myb}

Content managers and content admins can view content requests by navigating to Content GovernanceAll 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
{#ec-content-gov-track__ul_qd4_qpm_nyb}

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 {#ec-content-gov-track__understanding-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]()
{#ec-content-gov-track__table_jkp_yq2_bwb__entry__3}

| 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. |
[Table 1. Content request and content request item states]

{#ec-content-gov-track__table_jkp_yq2_bwb}  
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](https://servicenow-prod.fluidtopics.net/EYjQcp9NA8ZiXFSMVLBZrA "Configure the tasks page for employees to view and complete all their tasks on a single page. You can configure the page by applying filters to show user approvals, content tasks, and more.").

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