Universal Request properties

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 3 Minuten Lesedauer

    • Administrators can use Universal Request properties to determine and configure the application behavior.

    Navigate to Universal Request > Administration > Properties to view and edit the properties.

    Tabelle : 1. Universal Request properties
    Property Property name Description
    Copy Universal Request
    Enable copy universal request feature sn_uni_req.com.snc.universal_request.copy.enable Copies the details of an existing Universal Request to a new record.
    Copy attachments from originating universal request sn_uni_req.com.snc.universal_request.copy.attach Copies an attachment of an UR record to a target record.
    List of attributes (comma-separated) that will be copied from the originating universal request sn_uni_req.com.snc.universal_request.copy.attributes List of attributes that will be copied from the originating Universal Request record.
    Transfer type
    Select the transfer type to determine how the primary ticket is handled sn_uni_req.transfer_type Determines how the primary ticket is handled based on the selection.
    • Universal_request: If this transfer type is selected, then the primary ticket is transferred back to UR and UR assignment group is changed based on the Service selected during transfer. The primary ticket is handled based on the transfer reason and no new primary ticket is created.
    • Department only: If your organization has a department level routing agent group to handle requests, then select this transfer type. When this transfer type is selected, UR is directly transferred to the department level routing group, and a general inquiry primary ticket is created.
    • Department: If this transfer type is selected, then based on the Transfer Action and Service selected, the UR is transferred back to the service level or department assignment group. The primary ticket is handled based on the transfer reason.
      Hinweis:
      If the Service is disabled, then a general primary task is created for the selected department.
    • Service: If this transfer type is selected, then based on the Action and Service selected, the UR is transferred back to the service level or department assignment group. The primary ticket is handled based on the transfer reason. For Transfer to department transfer action:
      • If no service is selected, a general inquiry primary ticket is created for the selected department.
      • If a specific service is selected, a primary ticket is created for the selected service.
    Associated Ticket
    Select the type to determine how the associated ticket creation is handled sn_uni_req.associated_ticket Determines how the associated ticket is handled based on the selection.
    • Department only: If your organization has department level service set configurations of Universal Request, then select this type. When this mode of associated ticket creation is selected, primary ticket agents are able to create associated tickets for the departments configured with UR.
    • Service: When this mode of associated ticket creation is selected, primary ticket agents are able to create associated tickets for the services or departments configured with UR.
    • False: This disables the associated ticket creation functionality.
    Portal
    Portal suffix to which the UR link is redirected. sn_uni_req.universal_request_portal The default portal to which all the UR links are redirected.
    Predictive Intelligence
    Enable universal request auto categorization sn_uni_req.auto_categorization Enables the application to use the Universal Request Categorization solution for UR to predict the assignment group and create service level tickets.
    The minimum confidence level required for the Universal Request auto categorization predictive intelligence suggestions to be considered sn_uni_req_ml.auto_categorization.min_confidence Determines the minimum confidence level required for the Universal Request application to provide auto categorization suggestions using the predictive intelligence solution.
    Enable to auto-restrict requests with sensitive information sn_uni_req_ml.sensitive_detection Identifies and automatically marks the UR as sensitive if the request has sensitive information in the short description or description.
    The minimum confidence level required to automatically mark Universal Requests containing sensitive information as restricted sn_uni_req_ml.sensitive_detection.min_confidence Determines the minimum confidence level required for the Universal Request application to mark Universal Requests containing sensitive information as restricted.
    Enable to view similar closed Universal Request recommendations sn_uni_req.similar_closed_universal_request Enables the application to use the Universal Request Similarity solution for UR to search and display closed Universal Requests that are similar to the UR created.
    Other Properties
    Enable service transition comments while creating department requests from Universal Request sn_uni_req.universal_request_show_service_transition Enables or disables the visibility of additional comments to the requester that mentions the details of the department transition.
    Define the fields to automatically map for UR mapping configuration sn_uni_req.com.snc.universal_request.transfer.auto.map The list of fields that must be automatically mapped with UR fields for direct transfer between departments.
    Define parent tables that should not create a UR for record producers sn_uni_req.com.snc.ur.record_producer.parent.exclude Excludes the specified parent tables when a UR is created from a record producer.
    General email address for Universal Requests sn_uni_req.ur_email Creates a universal request when an email is received in the general email address mailbox.
    Hinweis:
    You can add multiple email addresses with comma-separated .
    Enable Request (RITM) integration with Universal Request sn_uni_req.com.snc.ur.request_integration Creates a universal request when a request is submitted from a catalog item or record producer.