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Request Management in Service Operations Workspace › Operating IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create a catalog request in Service Operations Workspace

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.

Before you begin

Role required: itil or sn_request_write

Procedure

  1. Navigate to Workspaces > Service Operations Workspace.

  2. Initiate a catalog request from an incident or from an interaction record.

OptionSteps
From an incident using the Create request UI action
  1. Navigate to Lists > Incidents > All.
  2. Open the incident for which you want to create a request.
  3. Select Create request from the drop-down menu next to Create change request.
  4. On the Service Catalog categories page, navigate to the catalog item, order guide, or record producer that you want to order.

Note: You can order items only from catalogs that you have access rights to.

From an incident using Agent Assist
  1. Navigate to Lists > Incidents > All.
  2. Open the incident for which you want to create a request.
  3. Select Agent Assist in the contextual sidebar.
  4. Search for the catalog item, order guide, or record producer that you want to request.
From an interaction record
  1. Select Add > New Interaction.
  2. Enter the interaction details and select Save.
  3. Select Create request from the drop-down menu next to Create incident.
  4. On the Service Catalog categories page, navigate to the catalog item or order guide that you want to order.

Note: You can order items only from the catalogs that you have access rights to.

  1. Select Order Now.

    The value in the Request for field is set by default depending on where the request is created:

    • If the request is created from an incident, the value is set to the person who called in the incident.
    • If the request was started from an interaction, the value is set to the person with whom the interaction is happening.
    • On the Order Confirmation page, specify the shipping address in the Delivery Information field.

  2. On the Order Confirmation page, provide any additional information in the Special Instructions field.

  3. Select Checkout.

    The request is created and associated with the parent incident.

  4. Select Close.

  5. View the created request by selecting View Details.

Parent Topic:Request Management in Service Operations Workspace