Setting up Universal Request in Agent Workspaces

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Activate Universal Request in agent workspace and set up roles for performing the tasks.

    Activating Universal Request in Agent Workspaces

    Universal Request is activated in Agent Workspaces when you enable the Universal Request plugin (com.snc.universal_request) or Universal Request: Advanced Work Assignment plugin (com.snc.universal_request.awa).

    Roles used for Universal Request in Agent Workspaces

    Table 1. Roles in Universal Request
    Role Description
    UR administrator [sn_uni_req.ur_admin] Set up and configure Universal Request roles for the agent workspace.
    Routing agent [sn_uni_req.routing_agent, agent_workspace_user, workspace_user, sn_uni_req.universal_request_write, sn_uni_req.universal_request_read] Create, edit, view and resolve Universal requests.
    Routing agent [sn_uni_req.routing_agent, agent_workspace_user, workspace_user, sn_uni_req.universal_request_write,sn_uni_req.universal_request_read, interaction_agent] Handle interactions and create universal request from interaction.