---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Request Management integration with Universal Request

# Request Management integration with Universal Request {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Integration of Request Management with the Universal Request application
extends the capabilities of Universal Request and enables your employees and agents
to create a universal request by submitting a request from a catalog item or record producer. This
integration provides a consistent ticketing experience and facilitate inter-department request
transfers.  
Note:  
To use this capability, enable the sn_uni_req.com.snc.ur.request_integration property under Universal Request properties in the Universal Request application. For more information, see [Universal Request properties](https://www.servicenow.com/docs/access?context=ur-properties&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).

Configure the catalog item or record producer to create a universal request. The associated
requested item (for catalog item) or task-based record (for record producer) becomes the primary
ticket for that universal request. For more information on Universal Request, see [Exploring Universal Request](https://www.servicenow.com/docs/access?context=explore-universal-request&version=australia&pubname=australia-employee-service-management&ft:locale=en-US)

## Benefits of integrating with Universal Request {#request-mgmt-integration-ur__section_mjn_4vh_5pb}

The integration enables you to perform the following actions:

* Create a request directly from the Universal Request application using the Create Request option.
* Transfer a request to another department or back to the Universal Request queue by using the Transfer option.
* Configure a catalog item as Universal Request and automatically associate the request as a primary ticked for the universal request. For more information, see [Configure a catalog item or record
  producer to create a universal request](https://www.servicenow.com/docs/access?context=create-ur-recordproducer&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).
* View all the associated requests and request items as a related list for a universal request.
* Employees can view the details related to their Universal Request from Employee Center.
{#request-mgmt-integration-ur__ul_wf4_rvh_5pb}

## System requirements to integrate Request Management with Universal Request {#request-mgmt-integration-ur__section_s5p_mxh_5pb}

Ensure that you have installed the Universal Request plugin (com.snc.universal_request) to create a universal request from a request item.

After the plugins are installed, in the Universal Request application
properties, set the sn_uni_req.com.snc.ur.request_integration to true.
For more information, see [Universal Request
properties](https://www.servicenow.com/docs/access?context=ur-properties&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).
* **[Create a request from Universal Request](https://servicenow-prod.fluidtopics.net/ug86li2mDax1c31Ud2qadg)**   
  As a routing agent, create a request from a universal request and then assign it to the appropriate assignment group. The request manager handles the requested items and takes further actions to fulfill the request.
* **[Requested item state mapping](https://servicenow-prod.fluidtopics.net/f8hK~Cka87dnhQoAm4Y1ig)**   
  Map your requested items states to the universal request (UR) states to provide a better user experience during the requested item state transition and to track the progress of the request.
* **[Transfer a request to another department](https://servicenow-prod.fluidtopics.net/7BN3CS4Ws_83Hme~CcheZA)**   
  Transfer a request to another department with or without resolution to fulfill the request.