---
title: Install and configure the Service Request Playbook application
description: Install the Service Request Playbook application, which enables public sector users to submit and track non-emergency service requests, and provides government agents with a process for handling these requests. You can then configure the features available for submitting requests and routing requests to agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/government-industry/configuring-service-request-playbook.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Playbooks and Solutions, Configure agent workspaces, Configure, Public Sector Digital Services \(PSDS\)]
---

# Install and configure the Service Request Playbook application

Install the Service Request Playbook application, which enables public sector users to submit and track non-emergency service requests, and provides government agents with a process for handling these requests. You can then configure the features available for submitting requests and routing requests to agents.

As a user with the admin role, complete the following configuration tasks to set up the Service Request Playbook, after you install the [Public Sector Digital Services Core](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/install-public-sector-digital-services-core.md) application.

|Task|Description|
|----|-----------|
|[Install Service Request Playbook application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/install-psds-service-request-playbook.md)|Install Service Request Playbook \(com.sn\_public\_sector\_digital\_services\_core\) from the ServiceNow® Store.|
|[Automatically route service requests using Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/awa-psds-overview.md)|Use the ServiceNow Advanced Work Assignment \(AWA\) application to route and assign public sector service requests to designated agents.|
|[Configure Engagement Messenger for Playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-configure-engagement-messenger.md)|Configure certain Engagement Messenger settings that enable public sector end users to create and track non-emergency service requests from Engagement Messenger.|
|[Enable public sector end users to create a service request using Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-configuring-va.md)|Use Virtual Agent Designer to [publish](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/publish-virtual-agent-topic.md) the prebuilt conversation topic, **Create a Service Request**, which enables end users to submit a service request using the Virtual Agent chatbot.|
|[Configure the Similar Records Activity UI in Service Request Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-srp-configure-similar-records.md)|View a list of similar requests by location, without having to search for the requests or leave the playbook.|
|[Configure Mobile Agent for Service Request Playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/government-industry/psds-config-mobile-agent.md)|\(Optional\) Install the Customer Service Mobile and Service Request Playbook plugins to enable government service agents to track non-emergency service requests on the Mobile Agent.|