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.

As an agent, you can create a catalog request in Service Operations Workspace to initiate a catalog request flow from a different IT Service Management 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.

The Service Operations Workspace 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 Service Operations Workspace. For more information, see Install Service Operations Workspace ITSM Applications.

Request Management categories in Service Operations Workspace

The following Request Management categories are available in Service Operations Workspace:

  • Request: Enables you to view active requests and requested items.
  • Catalog Task: Enables you to view the active tasks assigned to the current user and active tasks assigned to the current user’s assignment groups.
Figure 1. Request Management categories
Request Management categories in Service Operations Workspace

Request Management forms in Service Operations Workspace

The form layouts, UI actions, UI policies, and client scripts available on the following Request Management forms in the Now Platform UI are also available on the corresponding Service Operations Workspace forms.

  • Request
  • Request Item
  • Catalog Task
Figure 2. Request form

You can view the request form in Service Operations Workspace and track the record information like the request state, price, due date for a request, requested item, or task in the Record Information section.

Request form in Service Operations Workspace
Note: 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.

You can change the view of any Service Operations Workspace form by customizing the Service Operations Workspace view from the corresponding Request Management form in the Now Platform UI.