How does Universal Request get's created for records like Incidents/RITMS/HRCases?

[nirwan_ritik]

Issue: For the Request (req) having more that one RITM's universal record is not getting created. [Got to know this is expected behavior]

Wanted help on: 
I want to understand how does an Universal Request record get's created in the backend automatically, when a new Incident or HRCase or RITM gets submitted. So that we could do some custom configuration to rectify the above issue.

Kindly help me regarding the same 🙂

[Dr Atul G- LNG]

Hi @nirwan_ritik 

In the first screenshot, you created an Incident first right? And then a new UR got tagged to it.
This is what I want to understand. How the UR got created once the incident got saved. 

Atul: No.  User created an incident from portal , which is created a universal request like:

Then in background, incident created which i showed you in 1st screen shot.

If you check my issue in the question, we want to build a custom configuration so that even if a Request REQ has multiple RITM's, those RITM's must be tagged with separate UR's. Understanding the creation of UR's will help me achieve my use case.

Atul: It is too much customization and it is validation of Universal request. Universal request is single record for a user ot track. In your case , take a example. if a REQ has 10 RITM, then you want 10 UR created , then what is purpose of having UR, bcz customer need to track 10 different records. 

So, give a thought from user side as well.

[nirwan_ritik]

Hi Atul,

The user perspective you put in is correct. But the user have a capability of submitting a requesting having multiple RITM's through shopping cart functionality. And for these RITM's/REQ, no Universal Request is getting created. 

[Dr Atul G- LNG]

Hi @nirwan_ritik 

Have a look here , may be some configuration is missing

https://docs.servicenow.com/bundle/vancouver-it-service-management/page/product/request-management/c...

Integration of Request Management with the Universal Request application extends the capabilities of Universal Request and enables your employees and agents to create a universal request by submitting a request from a catalog item or record producer. This integration provides a consistent ticketing experience and facilitate inter-department request transfers.

Note: To use this capability, enable the sn_uni_req.com.snc.ur.request_integration property under Universal Request properties in the Universal Request application. For more information, see Universal Request properties.

Configure the catalog item or record producer to create a universal request. The associated requested item (for catalog item) or task-based record (for record producer) becomes the primary ticket for that universal request.

[nataliya_b]

Hi @nirwan_ritik , have you ever figured it out - how UR created from RITM?

[Dr Atul G- LNG]

Hi @nirwan_ritik 

Universal request is the front record where a user get only 1 record and dont know what type of record created in background. The Universal request work if you activate the plugins and with that it work. 

It can be for incident or Request.

https://www.youtube.com/watch?v=u1gphKMZYWM

https://docs.servicenow.com/bundle/vancouver-employee-service-management/page/product/universal-requ...