---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Custom configurations in Universal Request

# Custom configurations in Universal Request {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Transferring and state mappings are preconfigured for all the base system HR states.
Do these configurations only when you have a custom state.

## Antes de Iniciar

Role required: sn_hr_core.admin

## Por Que e Quando Desempenhar Esta Tarefa

If you have created COEs (Center of Excellence), then create service configurations, state mappings, and transfer configurations as well. In case you have activated the Predictive Intelligence plugin, configure the service
assignment groups by referring to [Train the classification solution to predict the assignment group](https://servicenow-prod.fluidtopics.net/4qV9wd3Ksxq97RLu021YCQ "Train the Universal Request classification solution definition to identify and predict an assignment group using the short description and create service level tickets that are associated with the universal request.").

## Procedimento

1. Navigate to AllUniversal RequestAdministration.
2. Create your service set and services for Universal Request.
3. Assign the assignment groups for service sets and services.
4. Assign roles to UR users.
5. Map a custom state to that of a universal request.  
   The following image is an example of a default state mapping. The Suspended, Work in Progress, and Awaiting Approval states of an HR case are mapped to In Progress state of a Universal Request.

6. Set the transfer configuration for any custom state of an HR case.  
   This transfer configuration allows you to determine what happens to the
   departmental ticket when the request is transferred to another department or
   back to UR.

   If an HR case is being transferred with resolution, the state of the HR case
   automatically changes to Awaiting Acceptance. If an
   HR case is being transferred without a resolution, the state of the HR case
   automatically changes to Closed Incomplete.
7. Create record producers specific to an HR service.  
   A record producer is a specific type of catalog item that allows end users
   to create task-based records from the service catalog. On the record
   producer, if you select the Create Universal Request
   check box, an HR case created from that record producer automatically
   creates a universal request record.

   Following is an example of a
   record producer for General Inquiry HR service. When a user selects the
   catalog item as General Inquiry and creates a ticket, automatically a
   universal request is created and associated to that HR case.