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Employee requests page

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Employee requests page

The requests page is where employees can view all their requests on a single page in the Employee Service Center. You can configure the requests page by applying filters to show a user's service catalog requests, IT incidents, HR cases and more.

Requests page overview

The requests page displays all of an employee's requests. The following GIF shows an example of an employee viewing and opening requests on the requests page.

Example of an employee viewing and opening requests on the requests page.

You control the type of requests that appear by configuring the request filters. The filters define the table and conditions that a request must meet for it to appear on the requests page for an employee. For example, you can configure a Service Catalog Request filter by associating it with the Request [sc_request] table with the conditions that the request is active and that the request was opened by or for the employee.

Note: If you are using Employee Service Center as part of HR Service Delivery, HR cases appear on the requests page for the user that the case was opened for. If an HR case has one or more child cases, the child cases are automatically rolled up with the parent case up to three generations (children, grand-children, and great-grand-children). Furthermore:
  • HR child cases that are rolled up with the parent do not appear as separate requests on the requests page.
  • Non-HR child cases (such as IT or service catalog requests) appear both as a separate request and as part of the roll-up on the parent case.

To learn more, including how to configure the view for the subject person of an HR case, see HR ticket page.

Preconfigured filters

The following filters are included with the Employee Service Center application. You can use them or configure your own.

Application Filters
Employee Service Center
  • Incident Portal
  • Service Catalog Request
  • Service Catalog Request Portal
  • Service Order Portal
With HR Service Delivery
  • HR - My Requests
  • HR Cases Closed
  • HR Cases Open
  • HR Service Request Closed
  • HR Service Request Open

Create or modify a request filter

Create or modify a request filter for the requests page in the Employee Service Center. Each request filter is associated with a table that is an extension of the Task [task] table. You can use a condition builder to specify the conditions that a request must meet for it to appear on the user's requests page. You can also associate the request filter with a ticket page.

Before you begin

Role required: sn_hr_sp.esc_admin

Procedure

  1. Navigate to Service Catalog > Catalog Administration > My Request Filter.
  2. Click New or open a record.
  3. Fill in the fields on the form.
    Table 1. My Request Filter form
    Field Description
    Short Description Description of the request filter.
    Table Name Name of the table that the request filter is associated with.
    Note: The table must be an extension of the Task [task] table.
    Active Check box to activate the request filter for use.
    Applies to Select one of the following:
    • Desktop
    • Service Portal
    • All
    Filter Conditions that a request must meet to appear on the requests page in the Employee Service Center.
    Note: The conditions available to use are dependent on the table you select.
    Portal page Ticket page that the request filter is associated with.
  4. Click Submit or Update.
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