Request Management integration with Universal Request

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. For more information on Universal Request, see Exploring Universal Request

Benefits of integrating with Universal Request

The integration enables you to perform the following actions:

• Create a request directly from the Universal Request application using the Create Request option.
• Transfer a request to another department or back to the Universal Request queue by using the Transfer option.
• Configure a catalog item as Universal Request and automatically associate the request as a primary ticked for the universal request. For more information, see Configure a catalog item or record producer to create a universal request.
• View all the associated requests and request items as a related list for a universal request.
• Employees can view the details related to their Universal Request from Employee Center.

System requirements to integrate Request Management with Universal Request

Ensure that you have installed the Universal Request plugin (com.snc.universal_request) to create a universal request from a request item.

After the plugins are installed, in the Universal Request application properties, set the sn_uni_req.com.snc.ur.request_integration to true. For more information, see Universal Request properties.

• Create a request from Universal Request
  As a routing agent, create a request from a universal request and then assign it to the appropriate assignment group. The request manager handles the requested items and takes further actions to fulfill the request.
• Requested item state mapping
  Map your requested items states to the universal request (UR) states to provide a better user experience during the requested item state transition and to track the progress of the request.
• Transfer a request to another department
  Transfer a request to another department with or without resolution to fulfill the request.