--- 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 # Universal Request {#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 ServiceNow Universal Request empowers customers in their journey toward Enterprise Service Management (ESM) or Global Business Services (GBS) by enabling agents to resolve cases seamlessly across the enterprise to provide a better employee experience. ## Employee experience {#ur-landing-limitedaccess__section_kys_xfv_rjb} Enhance the experience by eliminating the employee confusion when figuring out which department to reach out to for help. Hide the complexities of the service delivery process by handling request transfers across the enterprise behind the scenes. ## Enterprise security {#ur-landing-limitedaccess__section_qzq_rwd_14b} Restrict access to the request at the time of creation or after assessing the request for an agent to view the ticket that has sensitive information. This enhanced security ensures that security is maintained while transferring the request between scoped applications. ## Cross-department ticket transfers {#ur-landing-limitedaccess__section_zcg_jxd_14b} Transfer tickets between scoped applications by configuring the transfer type without compromising on the security protocols. Also, route tickets using artificial intelligence. ## Tasking capabilities {#ur-landing-limitedaccess__section_end_dxd_14b} Task employees to get additional information needed to fulfill the employee's request. Integrate the Universal Task framework to create a general and standard task experience for both the agent/fulfiller and the employee. |-|-|-| | [Explore ![Explore]() Learn about how employees, agents, and managers use Universal Request.](CpaVuTlV2EyB8bYi87rv6g "The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.") | [Configure ![Configure]() Plan and configure your implementation.](2K9Gh1YMcFiEbwHo2tOc_g "Set up and configure Universal Request to enable agents to create universal requests and work on them to resolve employee issues.") | [Integrate![Integrate]()Extend Universal Request capabilities by integrating with other applications.](Jlmaqs0cgFmNCbVD6QEiEA "Extend the capabilities of Universal Request and connect with other departments to assist with ticket resolution. By integrating with other applications, you provide a consistent ticketing experience and facilitate inter-department request transfers and multi-department use cases.") | | [Use ![Use]() Work on universal requests, and manage security and transfers.](Jktm3ZJ_XP0qDBBgRt29Vg "Agents and managers can use the Universal Request application to create requests, manage information and security, and connect with other departments and services to assist with request resolution.") | [Analytics and Reporting Solutions ![Reports]() Coordinate work and improve processes with dashboards and reports.](AuX1QOBRCdVIftn5iOQXGA "Universal Request (UR) reporting solutions contain preconfigured dashboards with actionable data visualizations to improve your employee service delivery processes.") | [Reference ![Reference]() Get details about components like fields, tables, and properties.](~YsoVbuHpbMu7KOVniHSpA "Reference topics provide additional information about the universal requests, including lists and forms.") | [ ] {#ur-landing-limitedaccess__table_iwv_lpv_klb} ## Additional resources {#ur-landing-limitedaccess__section_zgs_c3m_3hc} * Learn more about what's new and changed, see the [HR Service Delivery release notes](https://www.servicenow.com/docs/access?context=hr-service-delivery-landing&version=australia&pubname=australia-release-notes&ft:locale=en-US). * Log in to your ServiceNow® account and find additional information about implementing and deploying features at [Employee Service Management](https://mynow.servicenow.com/now/best-practices/collections/employee-service-management-best-practices). * Access real-time courses, self-paced training, and career resources at [ServiceNow University](https://learning.servicenow.com/lxp/en/pages/servicenow) * Find useful resources related to your role and explore best practices at the [Customer Success Center](https://www.servicenow.com/success.html). * Connect with other Customer Service Management users at [Now Community](https://www.servicenow.com/community/). {#ur-landing-limitedaccess__ul_ahs_c3m_3hc} * **[Exploring Universal Request](https://www.servicenow.com/docs/CpaVuTlV2EyB8bYi87rv6g)** The ServiceNow Universal Request application enables cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents. * **[Setting up and configuring Universal Request](https://www.servicenow.com/docs/2K9Gh1YMcFiEbwHo2tOc_g)** Set up and configure Universal Request to enable agents to create universal requests and work on them to resolve employee issues. * **[Using Universal Request](https://www.servicenow.com/docs/Jktm3ZJ_XP0qDBBgRt29Vg)** Agents and managers can use the Universal Request application to create requests, manage information and security, and connect with other departments and services to assist with request resolution. * **[Reporting solutions for Universal Request](https://www.servicenow.com/docs/AuX1QOBRCdVIftn5iOQXGA)** Universal Request (UR) reporting solutions contain preconfigured dashboards with actionable data visualizations to improve your employee service delivery processes. * **[Virtual Agent for Universal Request](https://www.servicenow.com/docs/Tn796o6LfnbX4HjpVd65vA)** The Virtual Agent capabilities of Universal Request provide automated chat options to employees. It reduces the workload of agents by assisting the requester with certain basic tasks. It can display suggestions for self-help topics and knowledge articles based on keywords. It can also help employees to update their universal requests. * **[Universal Request reference](https://www.servicenow.com/docs/~YsoVbuHpbMu7KOVniHSpA)** Reference topics provide additional information about the universal requests, including lists and forms. * **[Integrating Universal Request with other applications](https://www.servicenow.com/docs/Jlmaqs0cgFmNCbVD6QEiEA)** Extend the capabilities of Universal Request and connect with other departments to assist with ticket resolution. By integrating with other applications, you provide a consistent ticketing experience and facilitate inter-department request transfers and multi-department use cases. * **[Quick start tests for Universal Request](https://www.servicenow.com/docs/ELYAbuFUcj5yrAIZW4V_1w)** Validate that Universal Request still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data. * **[Universal Request in Agent Workspaces](https://www.servicenow.com/docs/yw1lC_oebzr0z~iRllt23g)** Use Universal Request in Agent Workspaces to create, view, and work on the universal request. * **[Using agentic flows in Universal Request AI agent collection](https://www.servicenow.com/docs/SgU1~8D56_TVNmg276mUAw)** Use the Universal Request AI agent collection to complete tasks autonomously.