--- sourceDocument: Australia Finance and Supply Chain sourceDocumentLink: https://www.servicenow.com/docs/r/source-to-pay-operations Release : - australia ft:locale : - en-US ft:publication_title : - Australia Finance and Supply Chain ft:clusterId : - stpop bundleId : - stpop workflow : - Employee --- # Universal Request in Accounts Payable Operations # Universal Request in Accounts Payable Operations {#ariaid-title1} * Release version: Australia * * Updated March 12, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Universal Request in Accounts Payable Operations Universal Request (UR) in Accounts Payable Operations (APO) is a centralized ServiceNow capability that allows suppliers and invoice owners to submit requests that are converted into invoice cases. UR simplifies the process of raising general case requests by eliminating confusion about which department to contact. It integrates seamlessly with APO to streamline invoice case management, ensuring efficient and accurate handling of requests across departments. Show full answer Show less ## How Universal Request Works in APO * **Request Submission:** Invoice owners submit URs via the Employee Center, and suppliers use the Supplier Collaboration portal. * **Routing and Case Creation:** Accounts Payable agents within the Universal Request group review URs and convert them into primary invoice cases using the Source-to-Pay workspace or platform interface. * **Processing and Automation:** Updates to invoice cases synchronize back to the UR, enabling invoice owners and suppliers to track progress and receive updates through their respective portals. ## Key Features * Allows both invoice owners and suppliers to submit a single request, removing the need to navigate multiple portals. * Accounts Payable Universal Request group users can review and create primary invoice cases from UR details. * Consolidated case activity and updates are accessible directly from the Employee or Supplier portals, providing a seamless tracking experience without switching systems. ## Field Mappings When a Universal Request is converted into an Accounts Payable inquiry case, critical fields are transferred to maintain data consistency and context. These fields include: * Short description * Description * Priority * Opened by ## Practical Use for ServiceNow Customers ServiceNow customers using Accounts Payable Operations can leverage Universal Request to centralize and simplify invoice-related inquiries and issues. By enabling suppliers and invoice owners to submit requests through designated portals, and routing these requests efficiently to AP agents, organizations can expect improved case management, faster resolution times, and enhanced visibility into invoice processing workflows. Agents can validate and convert URs into actionable invoice cases within the Source-to-Pay workspace, while end users benefit from timely updates and consolidated case tracking within their familiar portals. Universal Request enables suppliers and invoice owners to submit requests converted into invoice cases in Accounts Payable Operations. The Universal Request (UR) is a key ServiceNow capability that serves as a centralized entry point for both invoice owners and suppliers. The primary purpose of UR is to simplify the process of raising general case requests, thereby removing any uncertainty regarding the appropriate department to contact for assistance. ## Persona based roles {#universal-request-in-apo__section_pbt_nks_3hc} UR can be created by: * Invoice owners through Employee center. For more information on ServiceNow Universal Request, see [Exploring Universal Request](https://www.servicenow.com/docs/access?context=explore-universal-request&version=australia&pubname=australia-employee-service-management&ft:locale=en-US) * Suppliers submit inquiry case request or issue (UR) using the Supplier Collaboration portal. For more information on UR from supplier portal, see [Create Universal Request from Supplier portal](https://www.servicenow.com/docs/bDEqGIy2rU1OSa_VvbTjPw "Create a Universal Request (UR) from the Supplier Collaboration Portal to submit invoice inquiries directly to the Source-to-Pay Workspace for processing."). {#universal-request-in-apo__ul_amf_qks_3hc} ## How UR works in Accounts Payable Operations {#universal-request-in-apo__section_ir3_mmn_3hc} UR seamlessly integrates with the APO system, enabling more efficient management of invoice cases. This integration not only streamlines the overall invoice handling process but also enhances cross-departmental service delivery, confirming that case requests are addressed promptly and accurately across the organization. UR works in APO in the following order: 1. Request submission- Invoice owners or suppliers initiate a UR via the Employee portal or the Supplier portal. The UR records essential information and uses predefined mappings. 2. Routing and case creation- AP agents within the Accounts Payable Universal Request group review URs and create an invoice case as the primary ticket. Agents can do this from the Source-to-Pay workspace or directly from the platform. 3. Processing and automation- The updates are synchronized back to the UR. The invoice owner or supplier tracks progress and receives updates through the UR case in the employee portal or supplier portal. {#universal-request-in-apo__ol_qcz_hrp_3hc} ## Key features {#universal-request-in-apo__section_jdf_wjl_53c} * Both invoice owners and suppliers can submit a single request, eliminating the need to navigate multiple portals and simplifying the initial process. * Users part of Accounts Payable Universal Request group can check and create primary ticket for invoice case based on the details in the UR. * Users benefit from consolidated case activity updates, which are accessible from their respective portals. This eliminates the need to switch between systems and provides a seamless tracking experience. {#universal-request-in-apo__ul_zd3_xjl_53c} ## Field mappings {#universal-request-in-apo__section_w2d_3jl_53c} When a Universal Request is transferred to an Accounts Payable inquiry case, the following fields are copied from the Universal Request record to the AP case record. {#universal-request-in-apo__table_c5k_mjl_53c__entry__2} | Universal Request (source field) | AP case (target field) | |-|-| | Short description (short_description) | Short description (short_description) | | Description (description) | Description (description) | | Priority (priority) | Priority (priority) | | Opened by (opened_by) | Opened by (opened_by) | [Table 1. Field transfer mappings] {#universal-request-in-apo__table_c5k_mjl_53c} * **[Create invoice case from Universal Request](https://www.servicenow.com/docs/VrxHKdIpgenbkmvDct9Fxw)** Validate incoming Universal Request items in the Source-to-Pay Workspace and create invoice cases for further processing. **Related concepts** * [Invoice case categories and subcategories](https://www.servicenow.com/docs/OoTXEI9jw8K9IOlEoNYmLg "Invoice cases are organized into categories and subcategories to help agents and Accounts Payable specialists manage payment and processing issues.") * [Using Invoice Case Management](https://www.servicenow.com/docs/FLR5ILMgr6UJgD104BNXyg "Manage and resolve invoice inquiry cases raised by employees and suppliers using Invoice Case Management to address invoice-related issues.") * [Using Accounts Payable Invoice Processing](https://www.servicenow.com/docs/BDqgfwtUtAoPWfT1Q6Ugyg "Accounts Payable Invoice Processing enables specialists to manage invoice processing cases and perform end-to-end invoice processing.") * [Advanced Work Assignment in Accounts Payable Operations](https://www.servicenow.com/docs/Z_MCreYU81vc0_vAeTxVGQ "Advanced Work Assignment (AWA) automatically assigns invoice cases to qualified AP agents based on availability, capacity, and skills.") * [Using Advanced Work Assignment for Accounts Payable Operations](https://www.servicenow.com/docs/azEao6KhwmOcL8JZxs7fGA "Advanced Work Assignment (AWA) enables suppliers to interact with Accounts Payable Operations agents to raise invoice inquiries for resolution.") * [Interaction management in Accounts Payable Operations](https://www.servicenow.com/docs/1x6pIBIF50rEVGZhoIDf2g "Interaction records in Accounts Payable Operations capture supplier requests to support case creation and investigation.") * [Composing emails with predefined content](https://www.servicenow.com/docs/QKmZK_9WAU2oR_4PBzKm3g "Insert predefined email content in the Source-to-Pay Workspace email client to send consistent, professional responses to invoice inquiries.") * [Playbook for updating the invoice primary data](https://www.servicenow.com/docs/NkPdz4kUHJ_R~sJ2fQnx9w "Playbooks provide a visual, step-by-step view of invoice processing workflows to track case status and determine next steps.") * [Using Supplier Collaboration Portal in APO](https://www.servicenow.com/docs/X1NtBtp~RgXXOT~gmADNBQ "The Supplier Collaboration Portal enables suppliers to interact with Accounts Payable specialists to submit invoices, create inquiry cases, and manage tasks.") * [Using Invoice Case Management](https://www.servicenow.com/docs/FLR5ILMgr6UJgD104BNXyg "Manage and resolve invoice inquiry cases raised by employees and suppliers using Invoice Case Management to address invoice-related issues.") **Related tasks** * [Create a knowledge base article for invoices](https://www.servicenow.com/docs/PiHhzE0T4exPGjtihhyT~g "Create a knowledge base article to share invoice information and policies with your employees and suppliers.") * [Configure Advanced Work Assignment for Accounts Payable Operations](https://www.servicenow.com/docs/6Yf8qpcnjsu_T7eQ~rpnZw "Set up Advanced Work Assignment to automatically route Accounts Payable Operations requests from email, chat, and messenger to the appropriate agent groups.") * [Working with Advanced Work Assignment](https://www.servicenow.com/docs/tHO5YS4Bz9DGce8XwJkoLg "Use live chat in Accounts Payable Operations to interact with AP agents and resolve invoice inquiry cases as a supplier.") * [Create Universal Request from Supplier portal](https://www.servicenow.com/docs/bDEqGIy2rU1OSa_VvbTjPw "Create a Universal Request (UR) from the Supplier Collaboration Portal to submit invoice inquiries directly to the Source-to-Pay Workspace for processing.")