---
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


---

# Agent Workspaces

# Universal Request in Agent Workspaces {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use Universal Request in Agent Workspaces to create, view,
and work on the universal request.
Using Universal Request in the Agent Workspaces allows agents to:

* Create universal request
* Manage and triage universal request
* Assign and route the universal requests to the appropriate department
{#universal-request-workspace__ul_ysq_2mx_glb}

Agents can view all universal requests in a list view based on the states, such as new, in progress, or closed along with the primary task association.

<br />

For information on additional actions that agents can perform in Agent Workspace, see the following

* [Create a Universal Request from an Interaction Record](https://servicenow-prod.fluidtopics.net/NfM0c1jNVY9_VW0LQDoV6g#create-ur-from-ir-ws "Convert an Interaction Record to a Universal Request from the Universal Request Agent Workspace.")
* [Transfer primary ticket in Agent Workspaces](https://servicenow-prod.fluidtopics.net/NfM0c1jNVY9_VW0LQDoV6g#route-primary-task-aws "You can transfer a primary ticket back to Universal Request, service set (department), or service either with resolution or without resolution.")
{#universal-request-workspace__ul_gqm_rpg_5rb}

## Get started {#universal-request-workspace__section_myq_rwd_14b}

|-|-|-|
| [Explore Learn about how employees, agents, and managers use Universal Request in the Agent Workspace.](https://servicenow-prod.fluidtopics.net/JfzNsF48lztUwX51vusksw "Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.") | [Configure Plan and configure your implementation.](https://servicenow-prod.fluidtopics.net/Kbt4oS9UzWoy2LbxPBMYsA#setup-UR-workspace "Activate Universal Request in agent workspace and set up roles for performing the tasks.") | [Use Work on universal requests, and manage security and transfers in Agent Workspace.](https://servicenow-prod.fluidtopics.net/NfM0c1jNVY9_VW0LQDoV6g#use-UR-workspace "As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.") |
[ ]

{#universal-request-workspace__table_iwv_lpv_klb}
* **[Exploring Universal Request in Agent Workspaces](https://servicenow-prod.fluidtopics.net/JfzNsF48lztUwX51vusksw)**   
  Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.
* **[Setting up Universal Request in Agent Workspaces](https://servicenow-prod.fluidtopics.net/Kbt4oS9UzWoy2LbxPBMYsA#setup-UR-workspace)**   
  Activate Universal Request in agent workspace and set up roles for performing the tasks.
* **[Using Universal Request in Agent Workspaces](https://servicenow-prod.fluidtopics.net/NfM0c1jNVY9_VW0LQDoV6g#use-UR-workspace)**   
  As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.