Configuring Request Management

concept australia Updated Sep 10, 2026 1 min read configuring-request-management.md

Configure Request Management to enable the agents to efficiently manage multiple incidents, catalog requests, and catalog tasks.

If the UI16 module link redirection feature is enabled in Service Operations Workspace (SOW) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see Redirect UI16 module links to Service Operations Workspace.

Define filters for My Requests
Define request filters to filter incidents, requests, or tasks under the Self-Service > My Requests module in ServiceNow AI Platform, the My Requests widget in Service Portal, and the My Requests applet in the Now® Mobile app.
Delegated request experience
You can request a catalog item on behalf of another user or multiple users using the Requested For variable.
Service Catalog request fulfillment
When a user orders a catalog item, a request is created that follows a fulfillment process. A fulfillment process defines the steps to request approval, assign fulfillment tasks, and fulfill requests. Workflow Studio flows, workflows, or execution plans are used to define fulfillment processes.
Request Management integration with Universal Request
Integration of Request Management with the Universal Request application extends the capabilities of Universal Request and enables your employees and agents to create a universal request by submitting a request from a catalog item or record producer. This integration provides a consistent ticketing experience and facilitate inter-department request transfers.

Parent Topic:Request Management

Keywords configure

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---
title: Configuring Request Management
description: Configure Request Management to enable the agents to efficiently manage multiple incidents, catalog requests, and catalog tasks.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/request-management/configuring-request-management.html
release: australia
product: Request Management
classification: request-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [configure]
breadcrumb: [Request Management, IT Service Management]
---

# Configuring Request Management

Configure Request Management to enable the agents to efficiently manage multiple incidents, catalog requests, and catalog tasks.

If the UI16 module link redirection feature is enabled in Service Operations Workspace \(SOW\) and the UI16 module supports the redirect configuration, navigating through UI16 paths automatically redirects you to the equivalent list or record pages in SOW instead of displaying the UI16 forms or lists. For more information, see [Redirect UI16 module links to Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/redirect-ui16-module-links-sow.md).

-   **[Define filters for My Requests](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-management/configure-my-requests.md)**  
Define request filters to filter incidents, requests, or tasks under the **Self-Service** &gt; **My Requests** module in ServiceNow AI Platform, the **My Requests** widget in Service Portal, and the My Requests applet in the Now® Mobile app.
-   **[Delegated request experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-management/delegated-request-exp.md)**  
You can request a catalog item on behalf of another user or multiple users using the Requested For variable.
-   **[Service Catalog request fulfillment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-management/request-fulfillment.md)**  
When a user orders a catalog item, a request is created that follows a fulfillment process. A fulfillment process defines the steps to request approval, assign fulfillment tasks, and fulfill requests. Workflow Studio flows, workflows, or execution plans are used to define fulfillment processes.
-   **[Request Management integration with Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-management/request-mgmt-integration-ur.md)**  
Integration of Request Management with the Universal Request application extends the capabilities of Universal Request and enables your employees and agents to create a universal request by submitting a request from a catalog item or record producer. This integration provides a consistent ticketing experience and facilitate inter-department request transfers.

**Parent Topic:**[Request Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/request-management/c_RequestManagement.md)