---
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


---

# Using Universal Request

# Using Universal Request {#ariaid-title1}

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

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/ElqnxIeL_V~AdAxvVOxldw)**   
  Create a universal request record on behalf of the requester from the Universal Request application.
* **[Cancel a universal request](https://servicenow-prod.fluidtopics.net/BYIrbf7wcgx6_p3ARJ5_ew)**   
  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/mORbxylCm9QDlvOUBLm1NQ)**   
  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/SJKex_uni2B0gb~XBL1OpQ)**   
  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/TPnmMutnlQ3YGa4MDpBEsw)**   
  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.
* **[Universal Request sensitive information security](https://servicenow-prod.fluidtopics.net/azB66Q5WZJI9NYEU5I0jEA#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/SDfliEEJGiNO24sQSO245Q)**   
  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/v0NpljeljEzNnQTB2lhIsQ)**   
  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/1FRuyD0Lq1fmhU7XweJVvg)**   
  Use dynamic translation to translate Universal Request fields to another language.