---
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


---

# Automatically create universal request from an inbound email

# Automatically create universal request from an inbound email {#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

Universal requests can be automatically created from the information received by
emails. The auto-creation of universal requests enables faster response time and quicker
resolution for employees compared to the agents manually creating requests from
emails.
Configure the email IDs in the General email address for Universal Requests (sn_uni_req.ur_email) property. For more information, see [Universal Request properties](https://www.servicenow.com/docs/JssmB6MUAPbOeGaT0m7f3w "Administrators can use Universal Request properties to determine and configure the application behavior."). By default, an email sent to these configured mail IDs will automatically create a universal request. Incoming emails marked with high importance will create universal requests with high priority (Priority 1).  
By default, the solution definition is configured and the predictive model is auto-trained when the following conditions are met.

* The Universal Request (com.snc.universal_request) plugin is installed.
* The Predictive Intelligence (com.glide.platform_ml) plugin is installed.
* The Predictive Intelligence for Universal Request plugin (com.snc.universal_request.ml) plugin is installed. This plugin requires a separate subscription and must be activated by a ServiceNow personnel.
{#create-ur-from-inbound-email__ul_s1j_swx_spb} On instances where Predictive Intelligence for Universal Request is active, the following solution definition and business rule are available:{#create-ur-from-inbound-email__simpletable_lg3_2vx_spb__entry__2}

| Definition | Description |
|-|-|
| Universal Request Categorization | Predicts the assignment group from the short description and description of a Universal Request and also creates service level tickets that will be associated with the universal request. |
[Tabela 1. Solution definition table]

{#create-ur-from-inbound-email__simpletable_lg3_2vx_spb} {#create-ur-from-inbound-email__simpletable_tym_bwx_spb__entry__3}

| Business rule | Table | Description |
|-|-|-|
| Predict assignment group of UR | Universal Request \[universal_request\] | Predicts the assignment group from the short description and description of a Universal Request. |
[Tabela 2. Business rule table]

{#create-ur-from-inbound-email__simpletable_tym_bwx_spb}
**Tarefas relacionadas**   

* [Create universal request automatically for department tickets via other channels](https://www.servicenow.com/docs/gSIBDvco78a2xqvDLhha5A "Universal request is not automatically created when a fulfiller or employee creates a department ticket from channels other than the Service Portal or Virtual Agent topics. Create universal request automatically by adding the business rule to the specific service table, such as an Incident or a HR service.")
* [Email notification preferences for your service](https://www.servicenow.com/docs/Nt79~LziM~LO8eRlT7Zf1w "Customize email notifications to control which email notifications are sent to requesters when a universal request is created. This setting prevents employees from receiving duplicate or inconsistent email notifications.")
* [Configure a catalog item or record producer to create a universal request](https://www.servicenow.com/docs/9mdrzc76m26GE1opTjODEw "Create a universal request along with a requested item or task-based record to provide unified ticketing experience.")