Track information requests using the Information Request Administration

task brazil Updated Sep 10, 2026 1 min read psds-ir-playbook-view-service-request-cases-agent.md

Track all the information requests that are assigned to you or other agents in your government agency by using the Information Request Administration.

Before you begin

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

About this task

When you select a case, a form opens with the following sections:

A conversation of the interaction between the requester and the information request case agent.
The action that needs to be taken on the user's part, such as accepting or rejecting a case outcome.
The case details, including the case number and status.
Any attached files.

Procedure

Open the Information Request Administration by navigating to Lists in the Public Sector Workspace.
Navigate to the Information Requests list and select All.

In the Information Requests section, select a list that is described in the following table.

List	Description
All	All information request cases that the agent has access to.
My Cases	All information request cases assigned to the agent.
My Open	Open cases assigned to the information request case agent.
Unassigned for my group	Cases that belong to any of the information request case agent's groups but haven't been assigned to an agent.

For a detailed description of the fields under each list, see Information Request case form.

48 lines · 2.2 KB Wrap lines

---
title: Track information requests using the Information Request Administration
description: Track all the information requests that are assigned to you or other agents in your government agency by using the Information Request Administration.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/psds-ir-playbook-view-service-request-cases-agent.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using Information Request Administration, Playbooks, Use, Public Sector Digital Services \(PSDS\)]
---

# Track information requests using the Information Request Administration

Track all the information requests that are assigned to you or other agents in your government agency by using the Information Request Administration.

## Before you begin

Role required: sn\_gsm.constituent\_agent, sn\_gsm.business\_agent, sn\_gsm.agency\_agent, sn\_gsm.relationship\_agent, and sn\_gsm.service\_manager

## About this task

When you select a case, a form opens with the following sections:

- A conversation of the interaction between the requester and the information request case agent.
- The action that needs to be taken on the user's part, such as accepting or rejecting a case outcome.
- The case details, including the case number and status.
- Any attached files.

## Procedure

1. Open the Information Request Administration by navigating to Lists in the Public Sector Workspace.

2. Navigate to the **Information Requests** list and select **All**.

3. In the Information Requests section, select a list that is described in the following table.

|List|Description|
|----|-----------|
|All|All information request cases that the agent has access to.|
|My Cases|All information request cases assigned to the agent.|
|My Open|Open cases assigned to the information request case agent.|
|Unassigned for my group|Cases that belong to any of the information request case agent's groups but haven't been assigned to an agent.|

For a detailed description of the fields under each list, see [Information Request case form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/government-industry/information-request-case-form.md).