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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Creating a universal request

# Creating a universal request from an HR case {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a universal request for every HR case that is created, using any channel. Extend
the unified ticket experience that Universal Request provides for all the HR cases, irrespective
of the channels they are created from.

## Activate a business rule {#hr-ur-omnichannel__section_uj2_xdg_ztb}

To auto-create a universal request from an HR case, you must activate the Create Universal Request for HR case business rule.

## Configure field mappings {#hr-ur-omnichannel__section_hr4_5fj_ztb}

To auto-create a universal request from an HR case and copy the primary details from an HR
case to a universal request, [Configure field mappings](https://servicenow-prod.fluidtopics.net/2EuQ4JajWn9~vxbcJVbQ7A "Map fields to copy the primary details from an HR case to a universal request (that is auto-created from the HR case).").