Create an HR case from Universal Request in HR Service Delivery Agent Workspace

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

    • Create an HR case from a universal request record to restore service to a customer as soon as possible. After creating the HR case record, you can investigate potential solutions.

    Before you begin

    Role required: routing_agent and sn_hr_core.case_writer

    Procedure

    1. Navigate to All > HR Case Management > HR Agent Workspace.
    2. Navigate to Universal Requests > All.
    3. Open the universal request record from which you want to create an HR case.
    4. Click Create HR case.
    5. Fill in the required fields on the HR case form.
      Note:
      The Employee Information field values are automatically copied from the universal request to the HR case.
      Table 1. Create a new case form
      Field Description
      COE The Center of Excellence
      HR service The HR service type
      Opened for The person the ticket is opened for
      Subject person The subject person
      Work notes Other notes if any
    6. Click Submit.
      The HR case number appears in the Primary Ticket field on the universal request form, and the ticket is listed in the Associated Tickets related list. Also the universal request number from which the HR case is created appears in the Universal Request field on the HR case form.