---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Create a request from Universal Request

# Create a request from Universal Request {#ariaid-title1}

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

As a routing agent, create a request from a universal request and then assign it to
the appropriate assignment group. The request manager handles the requested items and takes
further actions to fulfill the request.

## Before you begin

Ensure that you have the following plugins installed.

* Universal Request plugin (com.snc.universal_request)
* Request Management plugin (com.sn_cs_sm_request)

{#create-request-from-ur__ul_lrk_jzh_5pb}  
Note:  
A request is associated with the parent Universal Request record only when you have the following conditions set:

* The glide.sc.use_cart_layouts system property is set to true.
* The Use Cart Layout" check box for an individual catalog item is selected.
{#create-request-from-ur__ul_ucx_tny_g2c}

Role required: routing agent

## Procedure

1. Navigate to Universal RequestAll.
2. Open the universal request record from which you want to create a request.
3. Select Create Request.
4. In the Create Request dialog, fill in the required details.  
   {#create-request-from-ur__table_ckl_nsg_1kc__entry__2}

   | Field | Description |
   |-|-|
   | Assignment group | Group assigned to fulfill the request. Auto-populated based on catalog item routing |
   | Short description | Brief description of the request |
   [ ]

   {#create-request-from-ur__table_ckl_nsg_1kc}

   The catalog items available in the dialog depend on the service desk group assigned.  
   Note:  
   The request is automatically linked to the parent Universal Request record when the glide.sc.use_cart_layouts property is set to <kbd class="ph userinput">true</kbd> and the catalog item has the Use Cart Layout check box selected.

## Result

A request is created and is automatically assigned to the appropriate assignment
group. If required, you can also add more details on the Requested item form.

On the Requested item form, the universal request number that was used for creating
the request is displayed. The request item number (RITM#) appears in the
Primary ticket field on the Universal Request form and
also under the Associated Requests related list.

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