Universal Request for HR Service Delivery

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Universal Request for HR Service Delivery

    The integration of HR Service Delivery with Universal Request applications allows for a streamlined user experience when employees submit service requests. By utilizing a common help desk, complexities related to inter-departmental requests are minimized, ensuring a seamless process for employees.

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    Key Features

    • Universal Request Creation: Employees initiate a universal request by selecting the Request help option in the Employee Center. This request is analyzed and transformed into an HR case.
    • State Management: Once resolved by an HR agent, the HR case changes to Awaiting Acceptance, triggering an update to the universal request status. Upon employee acceptance, both the universal request and HR case are closed.
    • Visibility: All key details such as responsible users, inter-department transfers, and work notes are documented in the universal request ticket.
    • Plugin Activation: Essential plugins must be activated to access features like creating HR cases from universal requests and managing state transitions.
    • Notifications: Employees receive notifications regarding state changes in the HR case associated with their universal request.
    • Custom Configurations: Preconfigured state mappings exist for standard HR cases; custom states require specific configurations.

    Key Outcomes

    By leveraging Universal Request, organizations can improve the efficiency of HR service delivery through better collaboration across departments, allowing agents to manage multiple associated tickets effectively. This not only enhances the customer experience but also provides a comprehensive view of request progress, enabling better tracking and resolution of HR-related issues.

    With the integration of HR Service Delivery and Universal Request applications, you can provide a consistent user experience for employees while creating service requests. You can hide the complexities of inter-department request transfers and multi-department use cases by providing a common help desk for all employees.

    About Universal Request for HR Service Delivery

    A universal request gets created when an employee clicks the Request help option in Employee Center. A universal request routing agent analyses the issue (as HR department related) and creates an HR case from that universal request. After the case gets resolved by an HR agent, the state of the HR case changes to Awaiting Acceptance. Automatically, the state of the universal request changes to Awaiting response. Finally, after the employee accepts the resolution, the universal request gets closed and in turn the HR case gets closed.

    At any point in time, the HR agent can transfer the HR case back to the universal request queue with or without resolution.

    All the important details, such as, users who are working on the issue, inter-department transfers, and work notes, are recorded in the universal request ticket, providing complete visibility to the employee who has raised the request.

    Activating the necessary plugins

    After you have activated the Universal Request (com.snc.universal_request), Human Resources Scoped App: Core (com.sn_hr_core), and Employee Center (com.sn_hr_service_portal) plugins, you notice that:
    • The Universal Request form contains a UI action to create an HR case.
    • The Universal Request field appears on the HR case form when an HR case is associated with a universal request record.
    • The Transfer button appears on the HR case form to let an HR agent transfer an HR case back to Universal Request, another department, or service.
    • An HR case created from a record producer automatically creates a universal request. It happens only when the Create Universal Request check box is enabled on the record producer.

      Similarly in the Create a test case topic block, if the Create Universal Requestcheck box is enabled on the record producer, then a universal request ticket is created and shared with the employee on the Virtual Agent conversation.

    • When an HR case associated to a universal request goes through a state change, a notification is sent to the employee (requester) with the universal request number and not the HR case number.
    • On ServiceNow AI Platform, HR cases that are associated with Universal Request appear under HR Case Management > All.
    • On Employee Center, HR requests that are associated with Universal Request appear under Employee Center > Requests.