Universal Request for Accounts Payable Operations: One Front Door for Every Invoice Inquiry

[PraveenaK]

An employee has an invoice question but isn't sure if it's an AP issue, a procurement issue, or something else entirely. So the request bounces between teams, days pass, and frustration builds on all sides.

Universal Request (UR) for Accounts Payable Operations eliminates this by giving employees and suppliers a single-entry point for invoice-related inquiries - no need-to-know which team handles what.

What's New?

Universal Request now extends to APO invoice case management through the Universal Request for Source-to-Pay Operations (sn_fsc_ur_common) plugin. Employees and suppliers submit a request through the Employee Service Center, Now Mobile, or Virtual Agent. The system intelligently routes it to the right team - and if the case needs to transfer between departments, it happens seamlessly behind the scenes. The employee sees one ticket number and one consistent experience throughout.

Why It Matters

For employees and suppliers- no more guessing which department to contact. Submit once, get resolution.

For AP teams- no more manually redirecting misdirected requests. Intelligent routing handles the triage.

For the organization- PO becomes a first-class citizen in ServiceNow's cross-departmental Enterprise Service Management model, connecting AP with SLO ( future this will be extended to other workflows) and HR  through a unified service delivery framework.

For organizations already using Universal Request for other departments, extending it to AP invoice case management amplifies the value of both investments.

Curious about the finer details? Check out ServiceNow product documentation for more details. And if you have questions or need support, don’t hesitate to reach out to the product or documentation team.

Check out the full  Release notes to learn more about the new features and enhancements.