Integrating Universal Request with other applications

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Integrating Universal Request with other applications

    Universal Request enhances cross-department collaboration by integrating with various ServiceNow applications and external tools, streamlining ticket resolution and providing a consistent experience for employees and agents. This integration supports seamless inter-department request transfers and multi-department workflows.

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    Key Integrations

    • IT Service Management: After installing the Universal Request integration for Incident Management, users can create and manage incident records directly from Universal Request. IT routing agents can view these incidents within Universal Request. Configuration is managed via the Universal Request guided setup.
    • HR Service Delivery: Integration allows employees to create HR cases within Universal Request through the Now® Mobile app and Employee Center, with HR agents able to track these cases from Universal Request. Setup and modifications are handled using the Universal Request guided setup.
    • Request Management: Enables creation of universal requests from catalog items or record producers. Activation requires enabling the property snunireq.com.snc.ur.requestintegration in Universal Request properties, allowing smooth synchronization between Request Management and Universal Request.
    • Innovation Management: Allows employees and agents to generate ideas from universal requests and transfer these ideas across departments, supporting collaborative innovation and resolution tracking.
    • Workplace Service Delivery: Provides employees a unified help desk experience for workplace-related requests, eliminating the need to search multiple workplace service catalogs.
    • Universal Task: Integrates task management within Universal Request, enabling agents to assign tasks, monitor progress, and expedite resolutions.
    • Microsoft Teams: Facilitates collaboration between agents and employees through Microsoft Teams directly from Universal Request, enhancing communication and speeding up request resolution.

    Practical Benefits for ServiceNow Customers

    • Delivers a unified and consistent ticketing interface across multiple departments and service areas.
    • Improves efficiency by enabling request creation, tracking, and resolution from a single platform.
    • Supports multi-department workflows and transfers, reducing handoff delays.
    • Facilitates mobile and remote access through Now® Mobile app and Employee Center integrations.
    • Enhances team collaboration with Microsoft Teams integration, fostering faster problem-solving.
    • Simplifies setup and ongoing management via guided setup tools.

    Extend the capabilities of Universal Request and connect with other departments to assist with ticket resolution. By integrating with other applications, you provide a consistent ticketing experience and facilitate inter-department request transfers and multi-department use cases.

    Integrate with IT Service Management

    Universal Request provides an integration with the Incident Management application after you install Universal Request integration- Incident Management. With this integration, employees and agents can create incident records from universal request. IT routing agents can view these records from the Universal Request application. To modify the integration with the Incident Management application, use the Universal Request guided setup. The guided setup takes you through the setup and configuration process.

    Integrate with HR Service Delivery

    Universal Request provides an integration with the HR Service Delivery application after you install HR Service Delivery integration with Universal Request. This integration gives flexibility to the employees to create HR cases in the universal request record using the Now® Mobile app and Employee Center. HR routing agents can view these records from the Universal Request application. To modify the integration with the HR Service Delivery application, use the Universal Request guided setup.

    Integrate with Request Management

    Integrate Request Management with the Universal Request application to create a universal request when a request is submitted from a catalog item or record producer. To use this capability, enable the sn_uni_req.com.snc.ur.request_integration property under Universal Request properties. For more information on the integration and capabilities, see Request Management integration with Universal Request.

    Integrate with Innovation Management

    Integrate Innovation Management with the Universal Request application to enable your employee and agents to create an idea from a universal request (UR). This integration also provides the capability to transfer the idea to another department with or without resolution. For more information, see Innovation Management Integration with Universal Request.

    Integrate with Workplace Service Delivery

    Integrate Workplace Service Delivery services with Universal Request so that you can provide a convenient workplace experience to your employees. This integration provides a common help desk so that your employees can submit requests that are related to their workplace without having to search the Workplace services catalog. For more information, see Workplace Service Delivery integration with Universal Request.

    Integrate with Universal Task

    Universal Request provides an integration with the Universal Task application. This integration enables agents to task employees, track task progress, and provide quick resolution. For more information, see Configure your service for Universal Task .

    Integrate with Microsoft Teams

    The Universal Request integration with Microsoft Teams application enables Universal Request to integrate with Microsoft Teams. This integration enables agents and employees to collaborate using Microsoft Teams and resolve universal requests more effectively. For more information, see Universal Request integration with Microsoft Teams .