Integrating Universal Request with other applications

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating Universal Request with other applications

    Universal Request extends ticketing capabilities across departments by integrating with various ServiceNow applications and external platforms. These integrations enable a consistent user experience for employees and agents, streamline inter-departmental request transfers, and support multi-department workflows, ultimately enhancing ticket resolution efficiency.

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    Key Integrations

    • IT Service Management: After installing the Universal Request integration for Incident Management, employees and agents can create and view incident records directly within Universal Request. Configuration is simplified via the Universal Request guided setup.
    • HR Service Delivery: Integration with HR Service Delivery allows employees to create HR cases through Universal Request using the Now® Mobile app and Employee Center. HR routing agents can manage these cases within Universal Request, with setup handled through the guided setup process.
    • Request Management: Enables automatic creation of a universal request when catalog items or record producers submit requests. Activation requires enabling a specific Universal Request property (snunireq.com.snc.ur.requestintegration).
    • Innovation Management: Facilitates creation of ideas from a universal request and supports transferring ideas across departments, with or without resolution.
    • Workplace Service Delivery: Provides a unified help desk experience for workplace-related requests, allowing employees to submit requests without navigating the Workplace services catalog.
    • Universal Task: Allows agents to assign tasks to employees, track their progress, and accelerate resolution within the Universal Request framework.
    • Microsoft Teams: Integrates Universal Request with Microsoft Teams to enhance collaboration between agents and employees, driving more effective resolution of requests.

    Practical Benefits for ServiceNow Customers

    • Delivers a unified ticketing experience across multiple departments and service applications.
    • Improves visibility and management of requests by enabling cross-application record creation and tracking.
    • Supports flexible, multi-department workflows for complex service scenarios.
    • Simplifies integration setup through guided configuration tools.
    • Enhances collaboration with external tools like Microsoft Teams, fostering quicker issue resolution.

    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 .