Universal Request release notes
Release version: Australia
Updated March 12, 2026
1 minute to read
The ServiceNow® Universal Request application enables agents to resolve cases seamlessly across the enterprise to provide a better employee experience. Universal Request was enhanced and updated in the Australia release.
About Universal Request
- Enable employees raise tickets for hard-to-find catalog services or issues requiring interdepartmental collaboration using the Agentic AI flow for departmental ticket creation.
- Resolve universal requests efficiently by enabling effective communication among agents from different departments.
See Universal Request for more information.
Activation and other requirements
- Activation information
Universal Request is available with activation of the Universal Request plugin (com.snc.universal_request). For details, see Activate Universal Request.
Australia
The ServiceNow® Universal Request application enables agents to resolve cases seamlessly across the enterprise to provide a better employee experience. Universal Request was enhanced and updated in the Australia release.
What's new
- Inter-department communication
- Improve inter-departmental communication by enabling agents to effectively collaborate on associated tickets using the Sidebar discussions and Discuss options. Control agent participation through restricted lists and apply access permissions consistently across associated tickets.
- Universal Request Router agentic workflow
- Enable employees to request help with services that are hard to locate in the catalog listing or need support from multiple departments.