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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Create an HR case

# Create an HR case from Universal Request in HR Service Delivery
Agent Workspace {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create an HR case from a universal request record to restore service to a customer as
soon as possible. After creating the HR case record, you can investigate potential
solutions.

## Before you begin

Role required: routing_agent and sn_hr_core.case_writer

## Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Navigate to Universal RequestsAll.
3. Open the universal request record from which you want to create an HR case.
4. Select Create HR case.
5. Fill in the required fields on the HR case form.  
   Note:  
   The Employee Information field values are automatically copied from the universal request to the HR case.
   {#create-case-ur-hr-agent__simpletable_zkh_tnn_wnb__entry__2}

   | Field | Description |
   |-|-|
   | COE | The Center of Excellence |
   | HR service | The HR service type |
   | Opened for | The person the ticket is opened for |
   | Subject person | The subject person |
   | Work notes | Other notes if any |
   [Table 1. Create a case form]

   {#create-case-ur-hr-agent__simpletable_zkh_tnn_wnb}
6. Select Submit.  
   The HR case number appears in the Primary Ticket field on the universal request form, and the ticket is listed in the Associated Tickets related list. Also the universal request number from which the HR case is created appears in the Universal Request field on the HR case form.
{#create-case-ur-hr-agent__steps_ks3_pqv_jlb}

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