Create service specific UI actions

Create a UI action or modify an existing one to enable your service to create department tickets under a universal request.

Before you begin

Role required: admin

Administrators and users with the ui_action_admin role can define UI actions.

About this task

For example, consider a scenario when a Tier 1 agent of a service department receives a universal request, and is not able to resolve it. The agent escalates the request to another department or to an agent within the same department. In this case, the Tier 1 agent uses the Create case or similarly labeled action to create a new case within the service (department). This case can then be routed to the appropriate assignment group for resolution.

To perform this action, you must create a UI action for your service.

Procedure

1. Navigate to All > System Definition > UI Actions.
   A list of all UI actions specific to Universal Request table appears.
2. Click New or open an existing record.
   Note:

   For a new UI action, ensure that you always select the Universal Request table.
3. On the form, fill in the fields to define the UI action.
   For more information, see Create a UI action.