Work on an HR case of Universal Request in HR Service Delivery Agent Workspace

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

    • Provide resolution to an HR case that is initiated from a Universal Request.

    Before you begin

    Role required: routing_agent and sn_hr_core.case_writer

    About this task

    The state changes described in the procedure can be configured to suit your requirements. For more information, see Universal Request state mapping

    Procedure

    1. Open the HR case that is created from a Universal Request.
    2. Click Start Work.
      The state of the case changes to Work in Progress.
    3. Click Closed Complete when the resolution is provided.
      The state of the HR case is changed to Awaiting acceptance and the state of the universal request is automatically changed to Awaiting response. On the Employee Center:
      • If the user accepts the resolution, the state of the universal request is changed to Closed. The state of the HR case is automatically changed to Closed Complete.
      • If the user rejects the resolution, the state of the universal request is changed to In progress. The state of the HR case is automatically changed to Work in progress.
      Important:
      If for some reason the HR agent clicks Closed Incomplete without routing the HR case back to universal request, then the behavior is as follows:
      • If the Needs Additional Review check box is selected on the universal request, the universal request will be in the In progress state, and the HR case will be in the Close Incomplete state.
      • If the Needs Additional Review check box is deselected on the universal request, the universal request gets closed based on the state mapping.