---
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


---

# Universal Request states and reasons

# Universal Request states and reasons {#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

The Universal Request (UR) state is determined by the state of the primary ticket. The
primary ticket for a UR is a child department ticket, such as an IT incident or a HR case. A
Universal Request can have only one primary ticket at a time.  
Given are some examples of the impact of the primary ticket on UR:

* If there is no primary ticket, then the Standard Ticket configuration for UR determines requester page view of the UR ticket.
* If a child IT incident is the primary ticket of a UR, then the Incident Standard Ticket configuration determines the requester page view of the UR ticket.
* If a child HR case is the primary ticket of a UR, then the Case Standard Ticket configuration determines the requester page view of the UR ticket.
{#ur-states__ul_ljg_rmq_hmb}

## UR states and state reasons {#ur-states__section_msj_2nq_hmb}

The Universal Request (UR) state describes where in the life cycle the UR request is.
{#ur-states__table_lds_cwg_llb__entry__2}

| States | Description |
|-|-|
| New | The UR request is created and is ready to be triaged. This is the first state in the life cycle. |
| In Progress | The state when the UR is being triaged and worked on. For example, the state can be In progress because of the following state reasons: * Triaging: Is being triaged by the routing agent. * Primary Ticket - In Progress: Primary task is currently work in progress. * Confirm Response: Waiting on the routing agent's confirmation on the resolution provided by the department agent. {#ur-states__ul_nyb_lnq_hmb} |
| Awaiting Response | The state when there is a user action is pending. For example, the possible state reasons are one of the following: * Action Required: When the agent has requested the user for some action or information. * Accept Resolution: When the agent has requested the requester for accepting the resolution. {#ur-states__ul_skj_xnq_hmb} |
| Closed | The UR is closed. |
| Canceled | The UR is canceled. Nota: Requesters can cancel a UR only if there are no active or closed primary tickets attached to it. Also, the state of UR must be either New or In Progress. |
[Tabela 1. UR states and reasons]

{#ur-states__table_lds_cwg_llb}