--- 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 --- # Universal Request in Service Operations Workspace # Universal Request in Service Operations Workspace {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat. Use the Universal Request in Service Operations Workspace to view, create, edit, and resolve universal requests. * **[Create a Universal Request in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/IPEeM1Fjdcyg8xOuLsmMwA)** As an agent, you can create universal requests from the Universal Request application on behalf of the requester to track and resolve issues. * **[Cancel a Universal Request in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/GG3VwCDHfS0FOc6Tsc5XQw)** Cancel the Universal Request if the issue is resolved already or you no longer require the request. * **[Use Agent assist in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/TGWTrZAh42jLSX0r322ojg)** Use the Agent assist in Service Operations Workspace to find similar Universal Requests that are open and closed, Knowledge articles, Catalog items, and Pinned articles. * **[Transfer a primary ticket in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/rba_0EuABhLtlIKXTTulag)** You can transfer a primary ticket to Universal Request, service set (department), or service either with resolution or without resolution. * **[Restrict or unrestrict universal request access in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/IugqfcfNHnmz5YYp6KIEew)** Mark a universal request as restricted or unrestricted when you identify that the request contains sensitive information. * **[Mark the universal request as unrestricted in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/xQkTUIr2ly2qYFr1bpU9qQ)** You can mark a restricted universal request as unrestricted if you identify that the request doesn't have any sensitive information. * **[Universal Request in Service Operations Workspace reference](https://servicenow-prod.fluidtopics.net/j3YCO54IfwuTel6BoDfPwA)** Universal Request is activated in Service Operations Workspace when you enable the Universal Request plugin (com.snc.universal_request). This topic provides information about components installed with Universal Request in Service Operations Workspace. **Related concepts** * [Knowledge Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/OjGC_chJF1qqEzAJ8UMkkA "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") * [Major Incident Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/9f4I6JcGUMI0Txrw8VjrDg "Create and manage major incidents in Service Operations Workspace.") * [On-Call Scheduling in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/iAh6oLkXtqzk0v0uwRVkKA "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.") * [Problem Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Sf~FTcIFiJsZ1CLFCjg2aA "When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.") * [Recommendation Framework in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/9w4yBpL3jfpYS7dkcZnoWw "An agent can view dynamic and contextual recommendations and perform a relevant action.") * [Recommended Actions for ITSM in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/LGd8rCr4QXw7BGGrFEn5eQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") * [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/puUY2qNsBN2fbUcJ_X7Umg "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.") * [Service Level Management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Np4kt4ICCOOHv7faOGTHMg#slm-sow "You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.") * [Walk-up Experience management in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/6Fvd85oK7qkjX8gOIGZe9w "Manage your Walk-up interactions and queues in Service Operations Workspace.") * [Collaboration in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/_lczuHrV~~LU5tdTEuP26Q "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.") * [Computer Telephony Integration in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/Xq1HMfZ2m2cdA4ka6aNCDw "Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.") * [Universal Task in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/w_HGu1H0AI0W06aboUL7XQ "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.") * [Resetting password using Service-desk assisted Password Reset in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/L5N_bJgEA3WK5ubGXHR2Nw "The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.")