Contents Customer Service Management Previous Topic Next Topic Request Management ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Other Share Request Management Agents 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 an SM application. <span>Explains what a service catalog is and how it works in the ServiceNow platform. Provides an overview of request management from the perspective of the requester and fulfiller. This video covers: Service catalog structure; Making and tracking requests; Fulfilling catalog orders.</span> 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 approvalsApproving a request in an SM application means that the request is ready for task creation and assignment. Agent assignment methodsDepending on your settings in the SM application 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 can add details that you want the submitter to be aware of. On this page Send Feedback Previous Topic Next Topic
Request Management Agents 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 an SM application. <span>Explains what a service catalog is and how it works in the ServiceNow platform. Provides an overview of request management from the perspective of the requester and fulfiller. This video covers: Service catalog structure; Making and tracking requests; Fulfilling catalog orders.</span> 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 approvalsApproving a request in an SM application means that the request is ready for task creation and assignment. Agent assignment methodsDepending on your settings in the SM application 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 can add details that you want the submitter to be aware of.
Request Management Agents 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 an SM application. <span>Explains what a service catalog is and how it works in the ServiceNow platform. Provides an overview of request management from the perspective of the requester and fulfiller. This video covers: Service catalog structure; Making and tracking requests; Fulfilling catalog orders.</span> 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 approvalsApproving a request in an SM application means that the request is ready for task creation and assignment. Agent assignment methodsDepending on your settings in the SM application 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 can add details that you want the submitter to be aware of.
