A Universal Request can be created from multiple sources:

• Requester-created: Employees submit requests via Service Portal, Employee Center, mobile apps, or virtual agent chat.
• Agent-created: Service desk agents can create a Universal Request during calls or live chats instead of a department ticket, then assign it to the appropriate assignment group.
• System-generated: Record Producers can be configured to automatically create a Universal Request to facilitate cross-departmental request transfers and maintain a consistent requester ticket view.

Key Features

• The Universal Request extends the base Task [task] table with additional fields to link child tickets, track transfer reasons, and manage effective request numbers.
• Effective Number field: Stores the UR number if associated, or the department-specific number if not.
• Transfer Reason field: Captures whether a request transfer is with or without resolution.
• The Universal Request table itself includes fields for tracking state, state reasons, primary ticket references, requester details, and sensitivity restrictions.
• States include New, In Progress, Awaiting Response, and Closed, with agent-facing state reasons aiding in triage and communication workflows.
• The Restricted field controls sensitive ticket access, restricting visibility to authorized agents only.
• Role-based access controls (ACLs) and user roles support differentiated access for internal and external users.

Primary Ticket Relationship and Workflow

The Primary Ticket field in the Universal Request links to the active departmental ticket (e.g., IT incident, HR case) and determines the UR’s state and requester ticket experience. Key points include:

• Each Universal Request can have only one primary ticket at a time, which represents the current active work.
• When a UR is first created, it has no primary ticket. Creating a child departmental ticket assigns it as the primary ticket.
• If the primary ticket is transferred back to the UR or another department, the primary ticket field is cleared until a new primary ticket is assigned.
• This dynamic linking supports seamless cross-departmental request handling and consistent ticket views for requesters.

Practical Benefits for ServiceNow Customers

• Unified request management across departments simplifies tracking and resolution of employee requests spanning multiple service areas.
• Enhanced reporting and SLA measurement capabilities for cross-departmental workflows improve service delivery transparency.
• Flexible creation options (self-service, agent-assisted, automated) provide multiple entry points for requests, enhancing user experience.
• Security controls for sensitive requests ensure compliance and confidentiality.
• Consistent ticket views and state management streamline agent workflows and improve communication with requesters.