---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using Universal Request

# Using Universal Request {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use Universal Request to enable cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a
unified and simplified experience for your employees and agents.

To learn more about Universal Request, see [Exploring Universal Request](https://servicenow-prod.fluidtopics.net/CQvpA0QNCJbuWWY7EGfTVw "The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.").
* **[Create Universal Request](https://servicenow-prod.fluidtopics.net/up6VE_4EAjHEu_yFXIN2Dg)**   
  Create a universal request record on behalf of the requester from the Universal Request application.
* **[Cancel a universal request](https://servicenow-prod.fluidtopics.net/ZnPwEfHmqd_b6Bbx~UZdgw)**   
  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/~Y00L6fXKlM2bOLZE7tFbA)**   
  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/pmQxWn1WAvpTMUgpPOfm5g)**   
  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/PTjzH3ewWUhPWhYLel7~sQ)**   
  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/F5zcDPgjoxTW91L~42sneQ#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/nuexudYACvdSsNrBxY5k3Q)**   
  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/54n2ZRx_tvFA_~eFFIJRlw)**   
  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/LqT9P6ItQ2h5vj48wFYmLw)**   
  Use dynamic translation to translate Universal Request fields to another language.