Universal Request departmental ticket creator AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • Automates the routing of universal requests to appropriate departmental ticketing systems by analyzing department predictions and creating properly configured HR cases or IT incidents with all necessary field mappings and reference tracking.

    Workflow

    The agent helps users complete tasks related to universal request departmental ticket creator.
    1. Identify the department.
    2. Create the ticket.
    3. Return the result.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Scripts
    Create HR case for UR
    Create incident for UR
    UR Departmental service set identifier
    Agent roles (ACLs) snc_internal
    Data access roles platform_ml_read, sn_gaf.data_viewer, sn_gaf.data_writer, sn_uni_req.universal_request_read, sn_uni_req.universal_request_write, sn_ur_ai_agents.universal_request_read, sn_uxc_gen_ai.platform_ai_field_predictor
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer.
    Used in agentic workflows

    Universal Request Router

    Learn more about Employee Service Management at Employee Service Management.