Integrating Universal Request with other applications

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Integrating Universal Request with Other Applications

    The integration of Universal Request with various applications enhances its capabilities, streamlining ticket resolution and enabling efficient inter-departmental collaboration. This provides a consistent ticketing experience and facilitates the transfer of requests across departments.

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    Key Features

    • IT Service Management: Integrate with Incident Management to create incident records directly from Universal Request. Use the guided setup for configuration.
    • HR Service Delivery: Employees can create HR cases from Universal Request via the Now® Mobile app and Employee Center. Configuration can be managed through guided setup.
    • Request Management: Enable the creation of universal requests from catalog items by adjusting the Universal Request properties.
    • Innovation Management: Allows employees to create ideas from Universal Request, with the option to transfer them to other departments.
    • Workplace Service Delivery: Provides a unified help desk for workplace-related requests, enhancing the employee experience.
    • Universal Task: Enables agents to assign tasks to employees, track progress, and ensure quick resolutions.
    • Microsoft Teams: Facilitates collaboration between agents and employees to resolve requests effectively through integration with Teams.

    Key Outcomes

    By integrating Universal Request with these applications, ServiceNow customers can expect improved ticket resolution processes, enhanced collaboration, and a more streamlined experience for both employees and agents across various departments.

    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.

    Integrate with IT Service Management

    Universal Request provides an integration with the Incident Management application after you install Universal Request integration- Incident Management. With this integration, employees and agents can create incident records from universal request. IT routing agents can view these records from the Universal Request application. To modify the integration with the Incident Management application, use the Universal Request guided setup. The guided setup takes you through the setup and configuration process.

    Integrate with HR Service Delivery

    Universal Request provides an integration with the HR Service Delivery application after you install HR Service Delivery integration with Universal Request. This integration gives flexibility to the employees to create HR cases in the universal request record using the Now® Mobile app and Employee Center. HR routing agents can view these records from the Universal Request application. To modify the integration with the HR Service Delivery application, use the Universal Request guided setup.

    Integrate with Request Management

    Integrate Request Management with the Universal Request application to create a universal request when a request is submitted from a catalog item or record producer. To use this capability, enable the sn_uni_req.com.snc.ur.request_integration property under Universal Request properties. For more information on the integration and capabilities, see Request Management integration with Universal Request.

    Integrate with Innovation Management

    Integrate Innovation Management with the Universal Request application to enable your employee and agents to create an idea from a universal request (UR). This integration also provides the capability to transfer the idea to another department with or without resolution. For more information, see Innovation Management Integration with Universal Request.

    Integrate with Workplace Service Delivery

    Integrate Workplace Service Delivery services with Universal Request so that you can provide a convenient workplace experience to your employees. This integration provides a common help desk so that your employees can submit requests that are related to their workplace without having to search the Workplace services catalog. For more information, see Workplace Service Delivery integration with Universal Request.

    Integrate with Universal Task

    Universal Request provides an integration with the Universal Task application. This integration enables agents to task employees, track task progress, and provide quick resolution. For more information, see Configure your service for Universal Task .

    Integrate with Microsoft Teams

    The Universal Request integration with Microsoft Teams application enables Universal Request to integrate with Microsoft Teams. This integration enables agents and employees to collaborate using Microsoft Teams and resolve universal requests more effectively. For more information, see Universal Request integration with Microsoft Teams .