Create a Universal Request in Service Operations Workspace

As an agent, you can create universal requests from the Universal Request application on behalf of the requester to track and resolve issues.

Before you begin

Role required: itil, sn_uni_req.routing_agent, or admin

Procedure

1. Navigate to All > Workspaces > Service Operations Workspace.
2. From the navigation list, select List.
3. Navigate to Universal Request > Open.
4. Select New.
5. On the form, fill in the fields.

   Table 1. Universal Request form

   Field	Description
   Number	The unique number generated for the universal request.
   Opened	The date and time when the universal request was created.
   Opened by	The agent who created the universal request.
   Opened for	The user who requested for this universal request.
   Primary task	The task number, for example, an incident or HR case number that is associated with the universal request.
   Contact type	The contact medium from which the universal request was created.
   Priority	It identifies how quickly the service desk should address the request.
   State	State of the universal request.
   Impact	Impact value indicates a measure of the effect of an incident, problem, or change on business processes.
   Assignment group	Group assigned to the universal request.
   Assigned to	User assigned to the universal request.
   Needs resolution review	When checked, and when the department agent closes the primary ticket, the Universal Request doesn’t get closed. Universal Request state remains in In Progress and the state reason changes to Confirm Response. This notifies the tier 1 agent (Routing agent) to either Accept or Reject the resolution provided in the primary ticket before closing the Universal Request for the requester.
   Short description	A brief description of the request.
   Description	Detailed description of the request.
   Notes section
   Watch list	Users to receive notifications when work notes are added.
   Work notes list	Users to receive notifications when work notes are added. Note: The administrator must create an email notification for the work notes list.
   Additional comments (Customer visible)	More information about the change.
   Work notes	Information about how to resolve the universal request or steps taken to resolve it, if applicable. This note is for internal use. The work notes information isn’t visible to your customer.
   Closure Information section
   Closed	The date and time when the universal request was closed.
   Closed by	The agent that closed the request.
   Close notes	How or why the universal request was closed.

6. Select Submit.