---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Work on an HR case

# Work on an HR case of Universal Request in HR Service Delivery
Agent Workspace {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Provide resolution to an HR case that is initiated from a Universal Request.

## Antes de Iniciar

Role required: routing_agent and sn_hr_core.case_writer

## Por Que e Quando Desempenhar Esta Tarefa

The state changes described in the procedure can be configured to suit your requirements. For more information, see [Universal Request state
mapping](https://www.servicenow.com/docs/WEWQ5v4zHNTXNW~gOAgWNQ "All workflows consist of states, transitions, and reasons. Map your service-specific states to the Universal Request states to provide a better user experience during request state transition.")

## Procedimento

1. Open the HR case that is created from a Universal Request.
2. Click Start Work.  
   The state of the case changes to Work in Progress.
3. Click Closed Complete when the resolution is provided.  
   The state of the HR case is changed to Awaiting acceptance and the state of the universal request is automatically changed to Awaiting response. On the Employee Center:
   * If the user accepts the resolution, the state of the universal request is changed to Closed. The state of the HR case is automatically changed to Closed Complete.
   * If the user rejects the resolution, the state of the universal request is changed to In progress. The state of the HR case is automatically changed to Work in progress.

   {#work-hr-ur-agent__ul_bt5_l4p_vlb}  
   Importante:  
   If for some reason the HR agent clicks Closed Incomplete without routing the HR case back to universal request, then the behavior is as follows:
   * If the Needs Additional Review check box is selected on the universal request, the universal request will be in the In progress state, and the HR case will be in the Close Incomplete state.
   * If the Needs Additional Review check box is deselected on the universal request, the universal request gets closed based on the state mapping.
   {#work-hr-ur-agent__ul_ogk_xnf_3mb}