Universal Request state mapping

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

    • All workflows consist of states, transitions, and reasons. Map your service-specific states to the Universal Request states to provide a better user experience during request state transition.

    Antes de Iniciar

    Role required: admin

    Por Que e Quando Desempenhar Esta Tarefa

    For example, consider a universal request that has an HR payroll case attached to it as a primary task. When the HR case state changes from In-progress to Awaiting Acceptance, then the universal request state is updated to Awaiting Response From User.

    UR state mapping

    By mapping the states of the service to the UR state, it is ensured that the correct state of UR is displayed. The state transition of the primary ticket is hidden from the requester and they only see the simplified UR state transitions that are driven by the state mappings. The following table describes the universal request states and the suggested mappings.
    Tabela 1. UR states and suggested mappings
    Primary ticket status UR state
    When UR is created and there is no primary ticket New
    All states when ticket is being worked upon, like WIP, awaiting approval In progress
    All states that require response from a requester In progress

    Procedimento

    1. Navigate to All > Universal Request > Administration > State Mapping.
    2. Click New.
    3. On the form, fill in the fields.
      For more information on the field description, see State mapping form.