---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/employee-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using Universal Request

# Using Universal Request {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Agents and managers can use the Universal Request application to create
requests, manage information and security, and connect with other departments and services to
assist with request resolution.
* **[Create Universal Request](https://servicenow-prod.fluidtopics.net/seAyOPOCkGDtGFBt8JvcdA)**   
  Create a universal request record on behalf of the requester from the Universal Request application.
* **[Cancel a universal request](https://servicenow-prod.fluidtopics.net/hkvGssHDufmH7QJqtuM9fQ)**   
  Cancel the universal request if the issue is resolved or the request no longer needs any action.
* **[Use the guided tour in Universal Request](https://servicenow-prod.fluidtopics.net/knADeQLAXyF3vTuV6mIzMA)**   
  Use the guided tour to navigate a sequence of interactive steps that provides an overview of Universal Request cases.
* **[View universal requests with primary ticket](https://servicenow-prod.fluidtopics.net/e5lTeHesaaQVmevLXuqKCA)**   
  A universal request can have multiple child requests, such as an IT ticket or an HR case. An active child request is called the primary ticket. At a given time, a universal request can have only one primary ticket.
* **[Create associated ticket for primary ticket of UR](https://servicenow-prod.fluidtopics.net/26zPhaKkLJ0vByL~FGuwQQ)**   
  Agent, working on the primary ticket, requests other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR. Multiple departments can work simultaneously on these associated tickets. These associated tickets are independent of the UR state flow.
* **[Improve inter-departmental communication](https://servicenow-prod.fluidtopics.net/zL0nQKdD~m~6Tje4oDOmNw)**   
  Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.
* **[Universal Request sensitive information security](https://servicenow-prod.fluidtopics.net/9f10qGlUnXPMtmrb90vtpQ#universal-request-security)**   
  Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.
* **[Transfer a primary ticket](https://servicenow-prod.fluidtopics.net/25OVQPAYcdGcx6vwg4lf_Q)**   
  You can transfer a primary ticket back to Universal Request, service set (department), or service either with or without resolution.
* **[Search similar and closed Universal Requests](https://servicenow-prod.fluidtopics.net/6LC3QC_jLhC7Ah~MIFqiUQ)**   
  When creating a Universal Request, search for closed universal requests that are similar using Predictive Intelligence.
* **[Translate a Universal Request field](https://servicenow-prod.fluidtopics.net/XoA8NfFNyqCg1i2UULZiNA)**   
  Use dynamic translation to translate Universal Request fields to another language.