Components installed with Universal Request

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Several types of components are installed with activation of the Universal Request plugin, including tables, user roles, and scheduled jobs.

    Demo data is available for this feature.

    Roles installed

    Table 1. Roles in Universal Request
    Role title [name] Description Contains roles
    Routing Agent

    [sn_uni_req.routing_agent]

    		 Responsible for initial triaging of the universal requests and routing them to right department or queues.
    Note:
    Only users with this role can have universal requests assigned to them.
    		 sn_uni_req.universal_request_write
    Universal Request read

    [sn_uni_req.universal_request_read]

    		 Access to view the Universal Request records. None
    Universal Request write

    [sn_uni_req.universal_request_write]

    		 Access to create or update the universal request in the application. sn_uni_req.universal_request_read
    Universal Request admin

    [sn_uni_req.ur_admin]

    		 View the configuration of the Universal Request application. sn_uni_req.routing_agent
    Universal Request Service Owner

    [sn_uni_req.ur_service_owner]

    		 Access the process overview reports of the Universal Request application. None
    Universal Request SensitiveInfo Agent

    [sn_uni_req.sensitiveinfo_agent]

    		 View and work on the tickets that are marked as Restricted. Restricted tickets contain sensitive information and are secured from general viewing. None

    Tables installed

    Table 2. Tables in Universal Request
    Table Description
    Universal Request

    [universal_request]

    		 Stores the Universal Request records and the state reasons.

    Transfer Configuration

    [universal_request_route_conf]

    		 Holds the routing configuration that is used when the task is routed.
    Service Assignment Group

    [universal_request_service_assignment_group]

    		 Stores the assignment group details of different services configured in UR.
    State Mapping

    [universal_request_state_mapping]

    		 Holds the state mapping configuration that maps the department ticket states to the Universal Request states.
    Service Configuration

    [universal_request_service_conf]

    		 Stores the details of the services that are configured in the Universal Request application.
    Service set

    [universal_request_service_set]

    		 Stores the service set (department) details of the organization.
    Service Set Assignment Group

    [universal_request_service_set_assignment_group]

    		 Stores the assignment group details of the service set (department).
    SLA Breakdown by Primary ticket and Assignment group

    [sla_breakdown_by_primary_ticket_and_group]
    Mapping Configuration

    [universal_request_transfer_mapping]
    Transfer Fields Mapping

    [universal_request_transfer_fields_mapping]
    Universal Request Priority Data Lookup

    [dl_universal_request_priority]
    Universal Request Activity Log

    [universal_request_activity_log]