Service Request Management template
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- UpdatedFeb 1, 2024
- 5 minutes to read
- Washington DC
- App Engine Studio
Build an application in App Engine Studio (AES) using the Service Request Management template to create, track, and manage service requests in your organization.
To use the Service Request Management template, install the application from the ServiceNow Store.
Personas in the Service Request Management template
This template contains several important roles that correspond to individuals or groups who may use the app in some way. The following information describes how each persona may interact with the application you build. For more information on the permissions each role contains, see the Security section.
- Requester
- You are a person who has a request.
- Fulfiller
- You are a person or team who must complete a task in a timely manner.
- Fulfiller's manager
- You are the manager of the fulfillment team, and you can fulfill tasks.
- Service owner
- You are the owner of the services within the app.
- Approver
- You are the gatekeeper and can respond to or reject requests, saving time for fulfillers.
Related concepts
For information about how to set up a service for your Service Request Management application, see Service catalog setup.
Service Request Management template contents
The following tables, experiences, automated workflows, and roles are included in the Service Request Management template for App Engine Studio (AES).
Tables in the Service Request Management app template
Table label [name] | Description |
---|---|
Primary [x_ <company-code>_<primary>] |
Table that extends the Task table and stores the details of requests raised for the Service Request Management: Primary catalog item. To create a new service and table, extend this Primary table. |
Example Request [x_ <company-code>_<example_request>] |
Example Request table created by extending the Primary table that stores the details submitted from the Travel Request catalog item. |
Fulfiller Task [x_ <company-code>_<fulfiller_task>] |
Stores fulfiller tasks and helps admins keep service requests organized. |