---
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


---

# Universal Request in Agent Workspaces

# Universal Request in Agent Workspaces {#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

Use Universal Request in Agent Workspaces to create, view,
and work on the universal request.
Using Universal Request in the Agent Workspaces allows agents to:

* Create universal request
* Manage and triage universal request
* Assign and route the universal requests to the appropriate department
{#universal-request-workspace__ul_ysq_2mx_glb}

Agents can view all universal requests in a list view based on the states, such as new, in
progress, or closed along with the primary task association.

For information on additional actions that agents can perform in Agent Workspace, see the following

* [Create a Universal Request from an Interaction Record](https://www.servicenow.com/docs/g5lOvA1MhOFYnQFmN~FDAQ#create-ur-from-ir-ws "Convert an Interaction Record to a Universal Request from the Universal Request Agent Workspace.")
* [Transfer primary ticket in Agent Workspaces](https://www.servicenow.com/docs/g5lOvA1MhOFYnQFmN~FDAQ#route-primary-task-aws "You can transfer a primary ticket back to Universal Request, service set (department), or service either with resolution or without resolution.")
{#universal-request-workspace__ul_gqm_rpg_5rb}

## Get started {#universal-request-workspace__section_myq_rwd_14b}

|-|-|-|
| [Explore ![]() Learn about how employees, agents, and managers use Universal Request in the Agent Workspace.](Mk7KtI9SIH6wMZibfEH1Hw "Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.") | [Configure ![]() Plan and configure your implementation.](9_4Ugo9diRJcP2LWBIvoxw#setup-UR-workspace "Activate Universal Request in agent workspace and set up roles for performing the tasks.") | [Use ![]() Work on universal requests, and manage security and transfers in Agent Workspace.](g5lOvA1MhOFYnQFmN~FDAQ#use-UR-workspace "As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.") |
[ ]

{#universal-request-workspace__table_iwv_lpv_klb}
* **[Exploring Universal Request in Agent Workspaces](https://www.servicenow.com/docs/Mk7KtI9SIH6wMZibfEH1Hw)**   
  Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.
* **[Setting up Universal Request in Agent Workspaces](https://www.servicenow.com/docs/9_4Ugo9diRJcP2LWBIvoxw#setup-UR-workspace)**   
  Activate Universal Request in agent workspace and set up roles for performing the tasks.
* **[Using Universal Request in Agent Workspaces](https://www.servicenow.com/docs/g5lOvA1MhOFYnQFmN~FDAQ#use-UR-workspace)**   
  As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.