Components installed with Universal Request

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Several types of components are installed with activation of the Universal Request plugin, including tables, user roles, and scheduled jobs.

    Demo data is available for this feature.

    Roles installed

    Tabelle : 1. Roles in Universal Request
    Role title [name] Description Contains roles
    Routing Agent

    [sn_uni_req.routing_agent]

    		 Responsible for initial triaging of the universal requests and routing them to right department or queues.
    Hinweis:
    Only users with this role can have universal requests assigned to them.
    		 sn_uni_req.universal_request_write
    Universal Request read

    [sn_uni_req.universal_request_read]

    		 Access to view the Universal Request records. None
    Universal Request write

    [sn_uni_req.universal_request_write]

    		 Access to create or update the universal request in the application. sn_uni_req.universal_request_read
    Universal Request admin

    [sn_uni_req.ur_admin]

    		 View the configuration of the Universal Request application. sn_uni_req.routing_agent
    Universal Request Service Owner

    [sn_uni_req.ur_service_owner]

    		 Access the process overview reports of the Universal Request application. None
    Universal Request SensitiveInfo Agent

    [sn_uni_req.sensitiveinfo_agent]

    		 View and work on the tickets that are marked as Restricted. Restricted tickets contain sensitive information and are secured from general viewing. None

    Tables installed

    Tabelle : 2. Tables in Universal Request
    Table Description
    Universal Request

    [universal_request]

    		 Stores the Universal Request records and the state reasons.

    Transfer Configuration

    [universal_request_route_conf]

    		 Holds the routing configuration that is used when the task is routed.
    Service Assignment Group

    [universal_request_service_assignment_group]

    		 Stores the assignment group details of different services configured in UR.
    State Mapping

    [universal_request_state_mapping]

    		 Holds the state mapping configuration that maps the department ticket states to the Universal Request states.
    Service Configuration

    [universal_request_service_conf]

    		 Stores the details of the services that are configured in the Universal Request application.
    Service set

    [universal_request_service_set]

    		 Stores the service set (department) details of the organization.
    Service Set Assignment Group

    [universal_request_service_set_assignment_group]

    		 Stores the assignment group details of the service set (department).
    SLA Breakdown by Primary ticket and Assignment group

    [sla_breakdown_by_primary_ticket_and_group]
    Mapping Configuration

    [universal_request_transfer_mapping]
    Transfer Fields Mapping

    [universal_request_transfer_fields_mapping]
    Universal Request Priority Data Lookup

    [dl_universal_request_priority]
    Universal Request Activity Log

    [universal_request_activity_log]