Universal Request form

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Use the Universal Request form to create a universal request task record.

    Tabela 1. Universal Request form fields
    Field Description
    Number Unique number generated for the universal request.
    Opened Date and time when the universal request was created.
    Opened by Agent who created the universal request.
    Opened for User who requested for this universal request.
    Primary task Task number, for example, an incident or HR case number that is associated with the universal request.
    Restricted Indicates that the request consists of sensitive data, and its use is limited on a need-to-know basis.
    Contact type Medium from which the universal request was created.
    Priority Points how quickly the service desk should address the request.
    State State of the universal request. By default, the state is New.
    Impact Impact value indicates a measure of the effect of an incident, problem, or change on business processes.
    Assignment group Group assigned to the universal request.
    Assigned to User assigned to the universal request.
    Needs resolution review When checked, and when the department agent closes the primary ticket, the Universal Request does not get closed. Universal Request state remains in In Progress, and the state reason changes to Confirm Response. This notifies the tier 1 agent (Routing agent) to either Accept or Reject the resolution provided in the primary ticket before closing the Universal Request for the requester.
    Short description Brief description of the request.
    Description Detailed description of the request.
    Related Search Results section
    Displays a list of knowledge articles, catalog items, pinned articles, or similar Universal Requests based on the Short description entered.
    Notes section
    Watch list Users to receive notifications when work notes are added.
    Work notes list Users to receive notifications when work notes are added.
    Nota:
    The administrator must create an email notification for the work notes list.
    Additional comments (Customer visible) More information about the change.
    Work notes Information about how to resolve the universal request or steps taken to resolve it, if applicable. This note is for internal use. The work notes information is not visible to your customer.
    Closure Information section
    Closed Date and time when the universal request was closed.
    Closed by Agent that closed the request.
    Close notes How or why the universal request was closed.