Create Universal Request for Health and Safety as an agent

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Agents can create and manage universal requests directly from the Health and Safety Workspace.

    Antes de Iniciar

    Role required: sn_uni_req.routing_agent or admin

    Por Que e Quando Desempenhar Esta Tarefa

    Agents that are part of the Health and Safety routing group can initiate and manage universal requests within the Health and Safety Workspace.

    Procedimento

    1. Navigate to All > Health and Safety > Health and Safety Workspace.
    2. In the primary navigation, select Cases icon (Health and safety cases icon.)
    3. Select Universal Requests and then select All.
    4. Select New to open the universal request form.
      On the Universal Request form, fill in the details. For more information see, Universal Request form
    5. Select Submit.

    Resultado

    The Universal Request record is created and appears in the Universal Request list tab.

    O que Fazer Depois

    The agent can perform the following from the new Universal Request record:
    • Select the Assign to me button to assign the Universal Request to self. The Assigned to field of the Universal Request gets updated with the agents name.
    • Select the Restrict button to mark a Universal Request as restricted when you identify that the request contains sensitive information. This option can be selected on the universal record or the Health and Safety record to mark the health and safety case (primary ticket) as restricted.

      For detailed information on Universal Request security capabilities, see Universal Request sensitive information security.

    • Use the More actions more actions icon icon and select Create Health and Safety Case.