Work on a workplace case from a Universal Request

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • As a workplace manager, work on a workplace case that is created from a Universal Request. Provide a resolution to the workplace case.

    Before you begin

    Role required: sn_wsd_case.case_writer

    About this task

    You can configure the state changes that are described in the following procedure as per your requirements. For more information, see Universal Request state mapping.

    Procedure

    1. Navigate to Workplace Case Management > Workplace cases > All.
    2. Select the workplace case record that is created from the Universal Request.
    3. On the form, change the State field to Work in progress.
      Note:
      If the workplace case does not relate to any workplace service, then transfer the case to the relevant department or back to the Universal Request queue. Select Transfer to transfer the case. For more details on how to transfer a case, see Transfer a workplace case created from a universal request.
    4. When you resolve the case, change the state to Closed complete.

    Result

    The state of the Universal Request is updated based on the state of the workplace case. For more information about state changes of a Universal Request, see Universal Request states and reasons.

    If you change the state of the workplace case to Close incomplete without transferring the case back to the Universal Request queue or to another department, then one of the following actions is performed:
    • If the Needs Additional Review option is selected on the Universal Request, then the state of the request changes to the In progress state.
    • If the Needs Additional Review option is not selected on the Universal Request, then the request is closed based on the state mapping.