Using Universal Request

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.

• Create Universal Request
  Create a universal request record on behalf of the requester from the Universal Request application.
• Cancel a universal request
  Cancel the universal request if the issue is resolved or the request no longer needs any action.
• Use the guided tour in Universal Request
  Use the guided tour to navigate a sequence of interactive steps that provides an overview of Universal Request cases.
• View universal requests with primary ticket
  A universal request can have multiple child requests, such as an IT ticket or an HR case. An active child request is called the primary ticket. At a given time, a universal request can have only one primary ticket.
• Create associated ticket for primary ticket of UR
  Agent, working on the primary ticket, requests other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR. Multiple departments can work simultaneously on these associated tickets. These associated tickets are independent of the UR state flow.
• Improve inter-departmental communication
  Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.
• Universal Request sensitive information security
  Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.
• Transfer a primary ticket
  You can transfer a primary ticket back to Universal Request, service set (department), or service either with or without resolution.
• Search similar and closed Universal Requests
  When creating a Universal Request, search for closed universal requests that are similar using Predictive Intelligence.
• Translate a Universal Request field
  Use dynamic translation to translate Universal Request fields to another language.