---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Create associated ticket for primary ticket of UR

# Create associated ticket for primary ticket of UR {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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.

## Before you begin

Configure the sn_uni_req.associated_ticket property in the Universal Request properties page to determine how to handle the creation of the associated tickets. For more information,
see [Universal Request properties](https://servicenow-prod.fluidtopics.net/dGzLKt8AE0CH_MjqDmbjRQ "Administrators can use Universal Request properties to determine and configure the application behavior.").

Role required: agent part of the assignment group of the primary ticket or assigned to agent

## About this task

A routing agent of the primary ticket can request other departments for assistance in resolving a UR by creating associated tickets on the primary ticket. Multiple departments can work simultaneously on the associated tickets to
resolve the UR.  
The following are some key highlights.

* Pass on the context of the request directly to the other department using the pop-up when creating an associated ticket.
* Configure the information to be copied from UR to the Associated ticket in Mappings configuration.
* Agents work on the associated ticket even after the closure of primary ticket / UR as associated tickets are independent of the UR state flow.
* Configure the Associated ticket tab configuration to view and track the activity of associated tickets from the standard ticket page.
{#create-associated-ticket__ul_hkk_t31_ttb}

## Procedure

1. Navigate to the primary ticket record.  
   For example, to open an incident primary ticket, navigate to All \> Universal Request \> With Primary Ticket.
2. Open the UR and then click the associated primary ticket.  
   For example, the Incident ticket associated is displayed as a link in the message.  
   The primary ticket record appears on the page.
3. Click Create Associated Ticket.
4. In the Create Associated Ticket dialog box, enter the following details.  
   Note:  
   Based on the sn_uni_req.associated_ticket property, different fields display on the form. For more information, see [Universal Request properties](https://servicenow-prod.fluidtopics.net/dGzLKt8AE0CH_MjqDmbjRQ "Administrators can use Universal Request properties to determine and configure the application behavior.").
   * Department: Select the department from the list.
   * Service: Select the specific service of the chosen department.
   * Short description: Enter the short description for the new associated ticket.
   * Description: Enter the detailed description for the new associated ticket.
   * Work notes: Enter work notes details.
   {#create-associated-ticket__ul_jpg_skg_3mb}
5. Click Create.  
   An associated ticket is created with the descriptions provided and is associated to the existing UR of the primary ticket.