<h2>Request Management in Service Operations Workspace</h2><br/><div style="overflow-x:auto"> <html xmlns="http://www.w3.org/1999/xhtml" xml:lang="en" lang="en"><head><meta content="text/html; charset=UTF-8" /><meta name="copyright" content="(C) Copyright 2024" /><meta name="DC.rights.owner" content="(C) Copyright 2024" /><meta name="generator" content="DITA-OT" /><meta name="DC.type" content="concept" /><meta name="DC.title" content="Request Management in Service Operations Workspace" /><meta name="abstract" content="Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks." /><meta name="description" content="Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks." /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/use-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/it-service-management/reference/r_ITServiceManagement.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/sow-landing-page.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/task/add-quick-link.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/task/create-list-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/incident-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/interaction-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/recommendation-framework-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/recommended-actions-for-itsm-in-service-operations-workspace.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/change-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/on-call-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/problem-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/msteams-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/slm-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/collaboration-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/configure-cti-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/configure-liveagent-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/knowledge-articles-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/walkup-sow.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/concept/wfo-itsm-service-operations-workspace.html" /><meta name="DC.relation" scheme="URI" content="../../../product/service-operations-workspace/task/create-catalog-request-sow.html" /><meta name="DC.creator" content="ServiceNow" /><meta name="DC.date.created" content="2023-08-03" /><meta name="DC.date.modified" content="2023-08-03" /><meta name="DC.format" content="XHTML" /><meta name="DC.identifier" content="request-sow" /><link rel="stylesheet" type="text/css" href="../../../CSS/commonltr.css" /><title>Request Management in Service Operations Workspace</title></head><body id="request-sow"> <div class="breadcrumb"><a class="link" href="../../../product/it-service-management/reference/r_ITServiceManagement.html" title="The IT Service Management (ITSM) solution provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolve issues quickly, and improve user satisfaction. Also, powered by platform native AI, you can quickly accelerate technology changes and view recommended actions for incoming tickets or requests and drive self-service and automation through enterprise chatbot technology. The NOW Platform also provides users access to ITSM via mobile or web-portal interfaces.">IT Service Management</a> > <a class="link" href="../../../product/service-operations-workspace/concept/sow-landing-page.html" title="ServiceNow Service Operations Workspace is a configurable workspace that provides a unified experience for multiple IT Service Management and IT Operations Management workflows. Configure your agent experience using the easy-to-navigate interface of Service Operations Workspace for ITSM.">Service Operations Workspace for ITSM</a> > </div> <h1 class="title topictitle1" id="ariaid-title1">Request Management in <span class="ph">Service Operations Workspace</span></h1> <div class="body conbody"><p class="shortdesc"><span class="ph">Service Operations Workspace</span> for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.</p> <p class="p">As an agent, you can create a catalog request in <span class="ph">Service Operations Workspace</span> to initiate a catalog request flow from a different <span class="ph">IT Service Management</span> flow. For example, from an incident flow, you can create a request, and associate the request with the incident to help track requests associated with an incident and vice versa. You can also work on catalog tasks and update the state of the tasks, and manage approvals of requests and requested items.</p> <p class="p">The <span class="ph">Service Operations Workspace</span> ITSM Applications application (sn-sow-itsm-cont) that automatically installs the Request Management for Service Operations Workspace (sn_sow_req) application should be installed for the Request Management flows in <span class="ph">Service Operations Workspace</span>. For more information, see <a class="xref" href="../task/install-sow.html" title="You can install the Service Operations Workspace ITSM Applications application (sn_sow_itsm_cont) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications if they are not already installed.">Install Service Operations Workspace ITSM Applications</a>.</p> <div class="section" id="request-sow__section_s4v_zsj_vrb"><h2 class="title sectiontitle">Request Management categories in <span class="ph">Service Operations Workspace</span></h2> <p class="p">The following Request Management categories are available in <span class="ph">Service Operations Workspace</span>:</p> <ul class="ul" id="request-sow__ul_ajv_25h_lsb"><li class="li"><span class="ph uicontrol">Request</span>: Enables you to view active requests and requested items.</li><li class="li"><span class="ph uicontrol">Catalog Task</span>: Enables you to view the active tasks assigned to the current user and active tasks assigned to the current user’s assignment groups.</li></ul> <div class="fig fignone" id="request-sow__fig_mm3_kwh_lsb"><span class="figcap"><span class="fig--title-label">Figure 1. </span>Request Management categories</span> <img class="image" id="request-sow__image_nm3_kwh_lsb" src="../image/sow-req-categories.png" alt="Request Management categories in Service Operations Workspace" /> </div> </div> <div class="section" id="request-sow__section_ohy_h5h_lsb"><h2 class="title sectiontitle">Request Management forms in <span class="ph">Service Operations Workspace</span></h2> <p class="p">The form layouts, UI actions, UI policies, and client scripts available on the following Request Management forms in the <span class="ph">Now Platform</span> UI are also available on the corresponding <span class="ph">Service Operations Workspace</span> forms.</p> <ul class="ul" id="request-sow__ul_t4v_zsj_vrb"><li class="li">Request</li><li class="li">Request Item</li><li class="li">Catalog Task</li></ul> <div class="fig fignone" id="request-sow__fig_r3s_dwh_lsb"><span class="figcap"><span class="fig--title-label">Figure 2. </span>Request form</span> <p class="p">You can view the request form in <span class="ph">Service Operations Workspace</span> and track the record information like the request state, price, due date for a request, requested item, or task in the Record Information section.</p> <img class="image" id="request-sow__image_s3s_dwh_lsb" src="../image/sow-req-form.png" alt="Request form in Service Operations Workspace" /> </div> <div class="note"><span class="notetitle">Note:</span> A variable editor is displayed as a pop-up window for request items and catalog tasks only if it is included in the platform forms.</div> <p class="p">You can change the view of any <span class="ph">Service Operations Workspace</span> form by customizing the <span class="ph">Service Operations Workspace</span> view from the corresponding Request Management form in the <span class="ph">Now Platform</span> UI.</p> </div> </div> <div class="related-links"> <ul class="ullinks"><li class="link ulchildlink"><strong><a href="../../../product/service-operations-workspace/task/create-catalog-request-sow.html">Create a catalog request in Service Operations Workspace</a></strong><br /> Create a catalog request in <span class="ph">Service Operations Workspace</span> to initiate a catalog request flow from a different <span class="ph">IT Service Management</span> flow. For example, from an incident flow, you can create a request and associate the request with the incident to help track requests associated with an incident and vice versa.</li></ul> <div class="familylinks"> <div class="parentlink"><strong>Parent Topic:</strong> <a class="link" href="../../../product/service-operations-workspace/concept/use-sow.html" title="Service Operations Workspace provides a unified experience for multiple IT Service Management workflows by integrating with various applications.">Using Service Operations Workspace for ITSM</a></div> </div> <div class="linklist relinfo relconcepts"><strong>Related concepts</strong><br /> <ul class="linklist"><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/incident-sow.html" title="You can create and manage your incidents in Service Operations Workspace.">Incident Management in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/interaction-sow.html" title="Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.">Interaction Management in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/recommendation-framework-sow.html" title="An agent can view dynamic and contextual recommendations and perform a relevant action.">Recommendation Framework in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/recommended-actions-for-itsm-in-service-operations-workspace.html" title="Get guidance-based or field-level recommendations for incident forms in Service Operations Workspace.">Recommended Actions for ITSM in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/change-sow.html" title="When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.">Change Management in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/on-call-sow.html" title="You can identify available on-call members of a support group and contact them to resolve an issue.">On-Call Scheduling in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/problem-sow.html" title="When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again.">Problem Management in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/msteams-sow.html" title="You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.">ServiceNow integrations with Microsoft Teams in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/slm-sow.html" title="You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.">Service Level Management in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/collaboration-sow.html" title="Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.">Collaboration in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/configure-cti-sow.html" title="Service Operations Workspace enables an agent with the sn_openframe_user role to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.">Computer Telephony Integration in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/configure-liveagent-sow.html" title="Service Operations Workspace (SOW) enables agents to work on any incident created using Live Agent chat.">Live Agent chat in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/knowledge-articles-sow.html" title="Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.">Knowledge Management in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/walkup-sow.html" title="Manage your Walk-up interactions and queues in Service Operations Workspace.">Walk-up Experience management in Service Operations Workspace</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/concept/wfo-itsm-service-operations-workspace.html" title="Manage your schedule using Workforce Optimization for ITSM Scheduling in Service Operations Workspace. Use Coaching to review and complete assigned training.">Workforce Optimization for ITSM in the Service Operations Workspace</a></li></ul></div> <div class="linklist relinfo reltasks"><strong>Related tasks</strong><br /> <ul class="linklist"><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/task/add-quick-link.html" title="Refer to a URL quickly from the Service Operations Workspace landing page.">Add a quick link on the ITSM landing page</a></li><li class="linklist"><a class="link" href="../../../product/service-operations-workspace/task/create-list-sow.html" title="Create a filtered list or use an existing list to create it.">Configure a filtered list in Service Operations Workspace</a></li></ul></div> </div></body></html></div>