Create extension points for departments

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

    • Create a scripted extension point to create your department specific primary ticket during cross-department ticket transfers. Using extension point enables you to create a primary ticket type as per the extension point definition.

    Before you begin

    Role required: admin

    About this task

    When configuring your department for Universal Request, to use transfer to other department capability, create scripted extension points and add them to the script includes of the application code. A sample CreateDepartmentTicket extension point is provided for you to modify and use.
    Note:
    For a better user experience, you can choose to use the Mapping configuration to define and configure fields that must be copied to the end-points for ticket transfers and creation. For more information, see Configure mappings.

    Procedure

    1. Navigate to All > System Extension Points > Scripted Extension Points.
    2. Search for sn_uni_req.CreateDepartmentTicket.
    3. On the form banner, click the link here to edit the record.
    4. Click Create Implementation in the related list to create your department specific extension point script.
      For more information, see Using extension points to extend application functionality.