Universal Request Router agentic workflow

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Universal Request Router Agentic Workflow

    The Universal Request Router agentic workflow allows employees to submit department-agnostic tickets for services that are not easily available through catalog listings or require interdepartmental collaboration. This workflow is powered by Now Assist applications and can be activated by enabling specific triggers. Customization of the workflow requires duplication and modification of the existing template.

    Show full answer Show less

    Prerequisites and Setup

    Before accessing the workflow, ensure that the Universal Request AI agent collection Plugin (com.snuraiagents) is installed.

    Accessing the Workflow

    To access the Universal Request Router agentic workflow, navigate to All > AI Agent Studio > Overview, then select Agentic workflows > Universal Request Router agentic workflow. The guided setup will display a complete list of included AI agents, and you can view the details by selecting an agent's name.

    AI Agents

    The workflow utilizes specific AI agents:

    • Universal Request Departmental Ticket Creator: Automates the routing of universal requests to the correct departmental systems by analyzing predictions and creating HR cases or IT incidents with appropriate mappings.
    • Record Field Value Prediction AI Agent: Predicts fields of incoming tasks by using the task's sysid and provides summaries and justifications for its predictions.

    Triggers

    Activate triggers based on your organization’s needs to enhance the functionality of the workflow.

    Executing a Test Scenario

    You can test this workflow using the Testing page of AI Agent Studio by entering the utterance: Help me resolve <UR case>. The AI agent decision log will show which agents are predicting the department for the ticket and creating a primary ticket in real time.

    Predict and Create a Primary Ticket

    This workflow automatically predicts the appropriate department for a ticket and creates a primary ticket for that department, streamlining the request process for users.

    Enables employees to request a department agnostic ticket to avail services that are not readily accessible/understandable via the catalog listings or the services that require collaboration across multiple departments.

    Overview of Universal Request Router agentic workflow

    The agents, tools, and triggers that are associated with the Universal Request Router agentic workflow are provided by Now Assist applications. You can activate the agentic workflow template by making triggers active. If you want to change this agentic workflow's instructions, you must duplicate it, adjust the settings to suit your specific needs, and activate the duplicated version of the agentic workflow instead.

    Prerequisites and setup

    Verify that the Universal Request AI agent collection Plugin (com.sn_ur_ai_agents) is installed.

    Accessing the Universal Request Router agentic workflow

    To access the agentic workflow:
    1. Navigate to All > AI Agent Studio > Overview.
    2. Select Agentic workflows > Universal Request Router agentic workflow.
    The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, agent instructions/prompts, and tools. Tools are displayed in the second step of the AI agent-guided setup, Add tools, and information.

    Universal Request Router agentic workflow AI agents

    The following table lists the agents that are used in the Universal Request Router agentic workflow.
    Note:
    In the Define availability screen for the AI agent, make sure that the Status toggle is enabled to activate the AI agent.
    Agents used in the Universal Request Router agentic workflow:
    AI agent AI agent role
    Universal Request departmental ticket creator 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.
    Record field value prediction AI agent

    Predict fields of an incoming task/record by gathering incoming task sys_id. It can also provide a summary and justification of the field predictions.

    Triggers

    Activate the triggers according to your organization's requirements.

    Executing a test scenario

    You can run this workflow on the Testing page of AI Agent Studio with the following utterance in the Task field: Help me resolve <UR case>.

    The AI agent decision log displays the AI agents that are working to predict the department for the ticket, and create a primary ticket for the identified department. You can also watch their interactions, decisions, and thought processes as they happen in real time.

    Predict and create a primary ticket in Universal Request page

    This is an example of how the Universal Request Router agentic workflow automatically predicts the department for the ticket, and creates a primary ticket for the identified department.