Integrating Universal Request with other applications
Summarize
Summary of Integrating Universal Request with other applications
Universal Request can be extended by integrating it with various ServiceNow applications and external platforms. These integrations provide a consistent ticketing experience, facilitate inter-departmental request transfers, and support multi-department use cases. These connections enable employees and agents to create, view, and manage requests more efficiently across different service domains.
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Key Integrations
- IT Service Management: After installing the Universal Request integration for Incident Management, users can create incident records directly from Universal Request. IT routing agents can access these records within the Universal Request application. Configuration and modification are streamlined through the Universal Request guided setup.
- HR Service Delivery: Integration with HR Service Delivery allows employees to create HR cases via the Now® Mobile app and Employee Center, with HR agents able to view these cases in Universal Request. Setup adjustments use the Universal Request guided setup.
- Request Management: Enables creation of universal requests automatically when a catalog item or record producer request is submitted. Activation requires enabling a specific property (snunireq.com.snc.ur.requestintegration) within Universal Request properties.
- Innovation Management: Allows employees and agents to create ideas from universal requests and transfer them between departments, supporting resolution workflows.
- Workplace Service Delivery: Provides a unified help desk experience for workplace-related requests, reducing the need for employees to search through the Workplace services catalog.
- Universal Task: Facilitates task assignment and progress tracking by agents, helping to expedite request resolution.
- Microsoft Teams: Integrates Universal Request with Microsoft Teams to enable collaboration between agents and employees, enhancing communication and speeding up request resolution.
Practical Benefits
- Streamlined request creation and management across multiple departments and service domains.
- Improved collaboration and communication through Microsoft Teams integration.
- Consistent user experience for employees and agents using mobile and web platforms.
- Enhanced ability to route, transfer, and resolve requests efficiently.
- Flexible configuration through guided setups and property settings for tailored integrations.
Extend the capabilities of Universal Request and connect with other departments to assist with ticket resolution. By integrating with other applications, you provide a consistent ticketing experience and facilitate inter-department request transfers and multi-department use cases.
Integrate with IT Service Management
Universal Request provides an integration with the Incident Management application after you install Universal Request integration- Incident Management. With this integration, employees and agents can create incident records from universal request. IT routing agents can view these records from the Universal Request application. To modify the integration with the Incident Management application, use the Universal Request guided setup. The guided setup takes you through the setup and configuration process.
Integrate with HR Service Delivery
Universal Request provides an integration with the HR Service Delivery application after you install HR Service Delivery integration with Universal Request. This integration gives flexibility to the employees to create HR cases in the universal request record using the Now® Mobile app and Employee Center. HR routing agents can view these records from the Universal Request application. To modify the integration with the HR Service Delivery application, use the Universal Request guided setup.
Integrate with Request Management
Integrate Request Management with the Universal Request application to create a universal request when a request is submitted from a catalog item or record producer. To use this capability, enable the sn_uni_req.com.snc.ur.request_integration property under Universal Request properties. For more information on the integration and capabilities, see Request Management integration with Universal Request.
Integrate with Innovation Management
Integrate Innovation Management with the Universal Request application to enable your employee and agents to create an idea from a universal request (UR). This integration also provides the capability to transfer the idea to another department with or without resolution. For more information, see Innovation Management Integration with Universal Request.
Integrate with Workplace Service Delivery
Integrate Workplace Service Delivery services with Universal Request so that you can provide a convenient workplace experience to your employees. This integration provides a common help desk so that your employees can submit requests that are related to their workplace without having to search the Workplace services catalog. For more information, see Workplace Service Delivery integration with Universal Request.
Integrate with Universal Task
Universal Request provides an integration with the Universal Task application. This integration enables agents to task employees, track task progress, and provide quick resolution. For more information, see Configure your service for Universal Task .
Integrate with Microsoft Teams
The Universal Request integration with Microsoft Teams application enables Universal Request to integrate with Microsoft Teams. This integration enables agents and employees to collaborate using Microsoft Teams and resolve universal requests more effectively. For more information, see Universal Request integration with Microsoft Teams .