Request management Service management (SM) applications use a common request management process. Each of the applications allows you to manage business functions that require a request-type workflow in which requests are approved, qualified, assigned, and completed. Agents need to regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for a particular SM application. Request creationRequests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can.Request statesSM requests follow a specific life cycle. The State field on the record is always read-only.Request approvalsApproving a request in a SM application means that the request is ready for task creation and assignment. Agent assignmentDepending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment.Collaborate on a requestWithin a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter.Close a requestWhen you close a request, you have an opportunity to add details that you want the submitter to be aware of. Request task managementA request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request.