---
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


---

# Using Universal Request

# Using 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

Agents and managers can use the Universal Request application to create
requests, manage information and security, and connect with other departments and services to
assist with request resolution.
* **[Create Universal Request](https://servicenow-prod.fluidtopics.net/ZQVzp58gcAUT2pScM0m3mw)**   
  Create a universal request record on behalf of the requester from the Universal Request application.
* **[Cancel a universal request](https://servicenow-prod.fluidtopics.net/~bEU0e7ss7Oli1OokbvxFg)**   
  Cancel the universal request if the issue is resolved or the request no longer needs any action.
* **[Use the guided tour in Universal Request](https://servicenow-prod.fluidtopics.net/K_d4bq8McDRantL73giJ3Q)**   
  Use the guided tour to navigate a sequence of interactive steps that provides an overview of Universal Request cases.
* **[View universal requests with primary ticket](https://servicenow-prod.fluidtopics.net/nMdLh~zaRi3qtm9xG37GIg)**   
  A universal request can have multiple child requests, such as an IT ticket or an HR case. An active child request is called the primary ticket. At a given time, a universal request can have only one primary ticket.
* **[Create associated ticket for primary ticket of UR](https://servicenow-prod.fluidtopics.net/xeb5JVuuIwDtxkO75Mnz2g)**   
  Agent, working on the primary ticket, requests other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR. Multiple departments can work simultaneously on these associated tickets. These associated tickets are independent of the UR state flow.
* **[Improve inter-departmental communication](https://servicenow-prod.fluidtopics.net/V~TdzShgtt1hxNGAm0aVGA)**   
  Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.
* **[Universal Request sensitive information security](https://servicenow-prod.fluidtopics.net/mCZ8Rh0nsb~B7VkP54VbXQ#universal-request-security)**   
  Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.
* **[Transfer a primary ticket](https://servicenow-prod.fluidtopics.net/QTDW3Hjvof2JDUzscDLyuQ)**   
  You can transfer a primary ticket back to Universal Request, service set (department), or service either with or without resolution.
* **[Search similar and closed Universal Requests](https://servicenow-prod.fluidtopics.net/IN5z67d3GJoIlW4a58C9zw)**   
  When creating a Universal Request, search for closed universal requests that are similar using Predictive Intelligence.
* **[Translate a Universal Request field](https://servicenow-prod.fluidtopics.net/xOYGAkZldqEoh~FAgwwN8w)**   
  Use dynamic translation to translate Universal Request fields to another language.