Universal Request Overview dashboard

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

    • View and analyze the general statistics of the universal requests for routing agents, such as the number of open requests, breached, unassigned, and requests at risk. You can also view the weekly opening and closing universal requests along with the number of department tasks that are part of each UR.

    To view the Universal Request Overview dashboard, navigate to Universal Request > Overview.

    Overview of universal requests

    Universal Request overview dashboard for reporting

    Click and open each indicator to view the details of the requests.

    Required ServiceNow AI Platform roles

    The following roles can view the Universal Request overview dashboard:
    • Admin
    • UR Admin [sn_uni_req.ur_admin]
    • Service owner [sn_uni_req.ur_service_owner]

    Users and roles

    Table 1. Users and roles in Universal Request
    Users and goal Required role
    Routing agent: View the dashboard. sn_uni_req.routing_agent
    UR admin: View and edit the dashboard and manage users, groups, and roles of the dashboard admin, sn_uni_req.ur_admin
    UR service owner: View and analyze the UR behaviors and track transfers to make informed decisions. sn_uni_req.ur_service_owner

    Reports

    Table 2. Reports in Universal Request
    Title Type Source table Description
    Open P1s Single Score Universal Request [universal_request] Count of all open P1 requests.
    Unassigned Single Score Universal Request [universal_request] Count of all requests that are open and not assigned to any UR agents.
    SLAs Breached Single Score Universal Request [universal_request] Count of all requests that breached the resolution SLA.
    Open Single Score Universal Request [universal_request] Count of all requests that are open.
    SLAs at Risk Single Score Universal Request [universal_request] Count of all requests that crossed 75 percent of the business elapsed time.
    Open for >30 days Single Score Universal Request [universal_request] Request that are open for more than 30 days.
    Department Tickets per Universal Request Bar Task [task] This report shows all the universal requests that were created in the last 3 months along with the associated department tickets. You can view the type of department ticket created by hovering over the bars. Also, you can view the list of all the department ticket clicking on the bars.
    Opened & Closed Weekly Spline Universal Request [universal_request] This report shows the universal request that were opened and closed over the last 3 months, aggregated weekly.