--- sourceDocument: Yokohama Finance and Supply Chain sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/source-to-pay-operations Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Finance and Supply Chain ft:clusterId : - stpop bundleId : - stpop workflow : - Employee --- # Universal Request in Accounts Payable Operations # Universal Request in Accounts Payable Operations {#ariaid-title1} * Release version: Yokohama * * Updated November 6, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read The ServiceNow Universal Request (UR) feature transforms fragmented service intake into a centralized, intelligent, and scalable experience for invoice case management. The Universal Request (UR) is a key ServiceNow capability that serves as a centralized entry point for both invoice owners and suppliers. The primary purpose of UR is to simplify the process of raising general case requests, thereby removing any uncertainty regarding the appropriate department to contact for assistance. ## Persona based roles {#universal-request-in-apo__section_pbt_nks_3hc} UR can be created by: * Invoice owners through Employee center. For more information on ServiceNow Universal Request, see [Exploring Universal Request](https://www.servicenow.com/docs/access?context=explore-universal-request&version=yokohama&pubname=yokohama-employee-service-management&ft:locale=en-US) * Suppliers submit inquiry case request or issue (UR) using the Supplier Collaboration portal. For more information on UR from supplier portal, see [Create Universal Request from Supplier portal](https://servicenow-prod.fluidtopics.net/oza705UAfMTdCukyI7JpQw "Suppliers submit their invoice inquiries through Request help, which transfers to a Universal Request (UR). Requests are sent directly to the Source-to-Pay Workspace for further processing."). {#universal-request-in-apo__ul_amf_qks_3hc} ## How UR works in Accounts Payable Operations {#universal-request-in-apo__section_ir3_mmn_3hc} UR seamlessly integrates with the APO system, enabling more efficient management of invoice cases. This integration not only streamlines the overall invoice handling process but also enhances cross-departmental service delivery, confirming that case requests are addressed promptly and accurately across the organization. UR works in APO in the following order: 1. Request submission- Invoice owners or suppliers initiate a UR via the Employee portal or the Supplier portal. The UR records essential information and uses predefined mappings. 2. Routing and case creation-Accounts Payable (AP) agents within the Accounts Payable Universal Request group are authorized to review Universal Requests (URs) and, based on the provided details, can create an invoice case as the primary ticket. This process can be executed either within the Source-to-Pay workspace or directly from the platform. 3. Processing and automation- The updates are synchronized back to the UR. The invoice owner or supplier tracks progress and receives updates through the UR case in the employee portal or supplier portal. {#universal-request-in-apo__ol_qcz_hrp_3hc} Key features: * Both invoice owners and suppliers can submit a single request, eliminating the need to navigate multiple portals and simplifying the initial process. * Users part of Accounts Payable Universal Request group can check and create primary ticket for invoice case based on the details in the UR. * Users benefit from consolidated case activity updates, which are accessible from their respective portals. This eliminates the need to switch between systems and provides a seamless tracking experience. {#universal-request-in-apo__ul_b3d_5qp_3hc} * **[Create invoice case from Universal Request](https://servicenow-prod.fluidtopics.net/oMuFLlGEQ5eTNhNSayTkIQ)** AP agents validate the incoming UR requests in the Source-to-Pay workspace and create an invoice case for further processing. **Related concepts** * [Invoice case categories and subcategories](https://servicenow-prod.fluidtopics.net/n7zeI9j5cz5DSAL0NINP~w "An agent and Accounts Payable Specialist can access and work on the invoice cases in the Accounts Payable workspace.") * [Using Invoice Case Management](https://servicenow-prod.fluidtopics.net/F2To1EesNPWzTAdSlkAxxw "Agents can use Invoice Case Management to manage and work on invoice inquiry cases raised by employees and suppliers to resolve issues related to invoices.") * [Using Accounts Payable Invoice Processing](https://servicenow-prod.fluidtopics.net/j7fXn5ce4LaeLlLo8d1KOw "Accounts Payable Specialists can use the Accounts Payable Invoice Processing application to manage and work on invoice processing cases to perform end-to-end invoice processing, from invoice ingestion to approval.") * [Advanced Work Assignment in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/lhR8yPdETF~ii3Ov_vkGDQ "Advanced Work Assignment (AWA) automatically assigns work items to Accounts Payable Operations agents based on their availability, capacity and skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. The work items are available in Agent workspace inbox.") * [Using Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/50n~uU9BLIAbbFi~zPjz7g "AWA enables suppliers to interact with Accounts Payable Operations agents inquire or resolve invoice-related queries.") * [Interaction management in Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/bH~NSUo9inlbOJRl2VcxkA "Any request for assistance made to an Accounts Payable specialist via email, chat, phone is logged in an auto-generated interaction record. Agents can choose to create a case from the interaction record, create a request, and associate an interaction record with an existing invoice case record.") * [Composing emails with predefined content from the Source-to-Pay Workspace](https://servicenow-prod.fluidtopics.net/VYy_aifSV8ndHbwur5XCSQ "Insert predefined content into the message body of emails that you send from the email client in the Source-to-Pay Workspace.") * [Playbook for updating the invoice primary data](https://servicenow-prod.fluidtopics.net/5m7~hBfZdOLHaMjxeD3bLQ "Playbooks provide Accounts Payable admins or specialists to visualize invoice processing workflows in a simplified, task-oriented, actionable view.") * [Using Supplier Collaboration Portal in APO](https://servicenow-prod.fluidtopics.net/NokqWFGGKnfIfW7o3UZWuA "The Supplier Collaboration portal application integrated with Accounts Payable Operations provides seamless interaction between Account Payable Specialist and supplier in creating invoice inquiry case, submit new invoice, resolving case tasks and exception tasks.") * [Using Invoice Case Management](https://servicenow-prod.fluidtopics.net/F2To1EesNPWzTAdSlkAxxw "Agents can use Invoice Case Management to manage and work on invoice inquiry cases raised by employees and suppliers to resolve issues related to invoices.") **Related tasks** * [Create a knowledge base article about invoice](https://servicenow-prod.fluidtopics.net/iLTT0HUTfRaNggoixzVtog "Create a knowledge base article to share invoice information and policies with your employees and suppliers.") * [Configure Advanced Work Assignment for Accounts Payable Operations](https://servicenow-prod.fluidtopics.net/NQ4kEp815L0WME0Q69NpgA "Configure AWA for APO to ensure that requests or queries received via email, chat, messenger are routed to the respective APO agents belonging to defined groups.") * [Working with Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/Rs4VroKmQ6Xe4IZdwKvTng "Suppliers interact with APO agents for invoice inquiry cases using the live chat.") * [Create Universal Request from Supplier portal](https://servicenow-prod.fluidtopics.net/oza705UAfMTdCukyI7JpQw "Suppliers submit their invoice inquiries through Request help, which transfers to a Universal Request (UR). Requests are sent directly to the Source-to-Pay Workspace for further processing.")