---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Work on an HR case of Universal Request

# Work on an HR case of Universal Request {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Provide resolution to an HR case that is initiated from a universal request.

## Antes de Iniciar

Role required: sn_hr_core.case_writer

## Por Que e Quando Desempenhar Esta Tarefa

The state changes described in the procedure can be configured to suit your requirements. For more information, see [Universal Request state
mapping](https://www.servicenow.com/docs/WEWQ5v4zHNTXNW~gOAgWNQ "All workflows consist of states, transitions, and reasons. Map your service-specific states to the Universal Request states to provide a better user experience during request state transition.")

## Procedimento

1. Open the HR case that is created from a Universal Request.
2. Click Start Work.  
   The state of the case changes to Work in Progress.  
   Nota:  
   * If another department in HR must work on the request, you can transfer the case with the same number or with a new number. When you transfer the case with a new number, the universal request gets associated to that new case number.
   * If this issue is not related to the HR department, the HR agent must select the Transfer option on the case. For more details on how to transfer the case, see [Transfer an HR case in Universal Request](https://www.servicenow.com/docs/Ow1fyambnmPNWSJmGHaP7w "Transfer an HR case back to the Universal Request, or to another department or service with or without resolution.").
   {#work-hr-ur-case__ul_zf1_34y_1mb}
3. Click Closed Complete when the resolution is provided.  
   The state of the HR case is changed to Awaiting acceptance and the state of the universal request is automatically changed to Awaiting response from user. On the Employee Center:
   * If the user accepts the resolution, the state of the universal request is changed to Closed. The state of the HR case is automatically changed to Closed Complete.
   * If the user rejects the resolution, the state of the universal request is changed to In progress. The state of the HR case is automatically changed to Work in progress.

   {#work-hr-ur-case__ul_bt5_l4p_vlb}  
   Importante:  
   If for any reason the HR agent clicks Closed Incomplete without routing the HR case back to universal request, then the behavior is as follows:
   * If the Needs Additional Review check box is selected on the universal request, the universal request will be in the In progress state, and the HR case will be in the Close Incomplete state.
   * If the Needs Additional Review check box is deselected on the universal request, the universal request gets closed based on the state mapping.
   {#work-hr-ur-case__ul_ogk_xnf_3mb}