Universal Request

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

    • ServiceNow Universal Request empowers customers in their journey toward Enterprise Service Management (ESM) or Global Business Services (GBS) by enabling agents to resolve cases seamlessly across the enterprise to provide a better employee experience.

    Universal Request application

    Employee experience

    Enhance the experience by eliminating the employee confusion when figuring out which department to reach out to for help. Hide the complexities of the service delivery process by handling request transfers across the enterprise behind the scenes.

    Enterprise security

    Restrict access to the request at the time of creation or after assessing the request for an agent to view the ticket that has sensitive information. This enhanced security ensures that security is maintained while transferring the request between scoped applications.

    Cross-department ticket transfers

    Transfer tickets between scoped applications by configuring the transfer type without compromising on the security protocols. Also, route tickets using artificial intelligence.

    Tasking capabilities

    Task employees to get additional information needed to fulfill the employee’s request. Integrate the Universal Task framework to create a general and standard task experience for both the agent/fulfiller and the employee.

    Additional resources