---
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


---

# Work on a workplace case from a Universal Request

# Work on a workplace case from a Universal Request {#ariaid-title1}

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

As a workplace manager, work on a workplace case that is created from a Universal Request. Provide a resolution to the workplace case.

## Before you begin

Role required: sn_wsd_case.case_writer

## About this task

You can configure the state changes that are described in the following procedure as per your requirements. For more information, see [Universal Request state mapping](https://servicenow-prod.fluidtopics.net/WXyvIeBzeRRzwIVYGS~_ig "All workflows consist of states, transitions, and reasons. Map your service-specific states to the Universal Request states to provide a better user experience during request state transition.").

## Procedure

1. Navigate to Workplace Case ManagementWorkplace casesAll.
2. Select the workplace case record that is created from the Universal Request.
3. On the form, change the State field to Work in progress.  
   Note:  
   If the workplace case does not relate to any workplace service, then transfer the case to the relevant department or back to the Universal Request queue. Select Transfer to transfer the case. For more details on how to transfer a case, see [Transfer a workplace case created from a universal request](https://servicenow-prod.fluidtopics.net/EtTGpym~9YJ9o8eJmfnzDw "Transfer a workplace case back to the Universal Request, to another department, or to another service. You can transfer the request with or without providing a resolution.").
4. When you resolve the case, change the state to Closed complete.

## Result

The state of the Universal Request is updated based on the state of
the workplace case. For more information about state changes of a Universal Request, see [Universal Request states and
reasons](https://servicenow-prod.fluidtopics.net/Tm3_rVlGn8qfEs_9bhgkMA "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.").  
If you change the state of the workplace case to Close incomplete without transferring the case back to the Universal Request queue or to another department, then one of the following actions is performed:

* If the Needs Additional Review option is selected on the Universal Request, then the state of the request changes to the In progress state.
* If the Needs Additional Review option is not selected on the Universal Request, then the request is closed based on the state mapping.
{#work-on-workplace-case-of-universal-req__ul_cry_c3n_r4b}
**Related tasks**   

* [Configure a workplace service record producer as a Universal Request](https://servicenow-prod.fluidtopics.net/c9J6tNKadmxwjHcXjt0Pww "Enable an employee to submit a universal request using a workplace service record producer from the Workplace Service Portal. Configure a workplace service to create Universal Request whenever an employee makes a selection.")
* [Create a workplace case from Universal Request](https://servicenow-prod.fluidtopics.net/onyaZgVteSRGhYeECeR9bw "As a routing agent, create a workplace case from a universal request and then assign it to the Workplace services assignment group. The workplace manager handles the workplace case and takes further actions to fulfill the request.")
* [Transfer a workplace case created from a universal request](https://servicenow-prod.fluidtopics.net/EtTGpym~9YJ9o8eJmfnzDw "Transfer a workplace case back to the Universal Request, to another department, or to another service. You can transfer the request with or without providing a resolution.")

*[\>]: and then