---
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


---

# Use

# Using Universal Request {#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 to enable cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a
unified and simplified experience for your employees and agents.

To learn more about Universal Request, see [Exploring Universal Request](https://servicenow-prod.fluidtopics.net/Etj8EoHHWLqVhTwdU1zypA "The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.").
* **[Create Universal Request](https://servicenow-prod.fluidtopics.net/3rQD01TzFAvjHZXPANO4Dg)**   
  Create a universal request record on behalf of the requester from the Universal Request application.
* **[Cancel a universal request](https://servicenow-prod.fluidtopics.net/yvqQULKdHO~l_G33cSYz8A)**   
  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/xtU55rw98je9qXH4X0FQsg)**   
  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/DJwQcfyXiuR_7u~Vyp7q9Q)**   
  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/0Rd2D6GAIsf6KpwUuSnsSQ)**   
  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/rnBxlbm5SIcQ7jwyLACKTg)**   
  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/DLx83Hz0ZvZU8T1YSHtw~w#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/gC3yYHfd28t_s8dUjsgtkQ)**   
  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/t3444SbjDQfFT1U_0SukVQ)**   
  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/PBgi9uBhl5n4lRYTrPNcpg)**   
  Use dynamic translation to translate Universal Request fields to another language.