Create service specific UI actions

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

    • Create a UI action or modify an existing one to enable your service to create department tickets under a universal request.

    Antes de Iniciar

    Role required: admin

    Administrators and users with the ui_action_admin role can define UI actions.

    Por Que e Quando Desempenhar Esta Tarefa

    For example, consider a scenario when a Tier 1 agent of a service department receives a universal request, and is not able to resolve it. The agent escalates the request to another department or to an agent within the same department. In this case, the Tier 1 agent uses the Create case or similarly labeled action to create a new case within the service (department). This case can then be routed to the appropriate assignment group for resolution.

    To perform this action, you must create a UI action for your service.

    Procedimento

    1. Navigate to All > System Definition > UI Actions.
      A list of all UI actions specific to Universal Request table appears.
    2. Click New or open an existing record.
      Nota:
      For a new UI action, ensure that you always select the Universal Request table.
    3. On the form, fill in the fields to define the UI action.
      For more information, see Create a UI action.