---
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 universal request automatically for department tickets via other channels

# Create universal request automatically for department tickets via other channels {#ariaid-title1}

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

Universal request is not automatically created when a fulfiller or employee creates a
department ticket from channels other than the Service Portal or Virtual Agent topics.
Create universal request automatically by adding the business rule to the specific service
table, such as an Incident or a HR service.

## Before you begin

Role required: admin

## About this task

Create universal request automatically by adding the business rule to the specific service table, such as an Incident or a HR service. The universal request created is then automatically associated to the department ticket, such as an Incident or a HR case created in that table.  
You may want to automatically create universal request in the following scenarios.

* To provide a consistent user experience when viewing the UR ticket.
* Transfer the department ticket at any time, as UR is already associated with the ticket.
* Use cross-departmental SLA/OLA reporting for the UR, the department ticket, and any other tasks associated with the parent UR.

{#autocreate-ur-from-interactionrecord-WS__ul_idz_pth_gnb}You can achieve this by using a business rule and the Universal Request API. For more information, see [UniversalRequestUtilsSNC
API](https://www.servicenow.com/docs/access?context=UniversalRequestUtilsSNCScopedAPI&version=australia&pubname=australia-api-reference&ft:locale=en-US).

Follow the given
steps to enable create universal request automatically from an interaction
record.

## Procedure

1. Modify the UI action of the department ticket to pass the URL parameter that is retrieved from the client script.
2. Create an AJAX script include to set the data in the glide session.
3. Create an onSubmit() client script to fetch the URL parameter.  
   For more information, see [Client
   scripts](https://www.servicenow.com/docs/access?context=client-scripts&version=australia&pubname=australia-api-reference&ft:locale=en-US).
4. Set the URL parameter and the sys_id to the glide session using the AJAX script include.
5. Create a before insert business rule on the department ticket and retrieve the data from the glide session.  
6. Create universal request record using the UniversalRequestUtils API and attach the universal request to the task.
**Related concepts**   

* [Automatically create universal request from an inbound email](https://www.servicenow.com/docs/WP9C2JdJQJM70VQ9Z66oJQ "Universal requests can be automatically created from the information received by emails. The auto-creation of universal requests enables faster response time and quicker resolution for employees compared to the agents manually creating requests from emails.")  
**Related tasks**   

* [Email notification preferences for your service](https://www.servicenow.com/docs/~mt49dcumdu1HPgLrpwOUg "Customize email notifications to control which email notifications are sent to requesters when a universal request is created. This setting prevents employees from receiving duplicate or inconsistent email notifications.")
* [Configure a catalog item or record producer to create a universal request](https://www.servicenow.com/docs/ala96oRy_RC7070uCUqUiw "Create a universal request along with a requested item or task-based record to provide unified ticketing experience.")