Using Universal Request in Service Operations Workspace

The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.

Use the Universal Request in Service Operations Workspace to view, create, edit, and resolve universal requests.

• Create a Universal Request in Service Operations Workspace
  As an agent, you can create universal requests from the Universal Request application on behalf of the requester to track and resolve issues.
• Cancel a Universal Request in Service Operations Workspace
  Cancel the Universal Request if the issue is resolved already or you no longer require the request.
• Use Agent assist in Service Operations Workspace
  Use the Agent assist in Service Operations Workspace to find similar Universal Requests that are open and closed, Knowledge articles, Catalog items, and Pinned articles.
• Transfer a primary ticket in Service Operations Workspace
  You can transfer a primary ticket to Universal Request, service set (department), or service either with resolution or without resolution.
• Restrict or unrestrict universal request access in Service Operations Workspace
  Mark a universal request as restricted or unrestricted when you identify that the request contains sensitive information.
• Mark the universal request as unrestricted in Service Operations Workspace
  You can mark a restricted universal request as unrestricted if you identify that the request doesn't have any sensitive information.

Related concepts

• Change Management in Service Operations Workspace
• Incident Management in Service Operations Workspace
• Interaction Management in Service Operations Workspace
• Knowledge Management in Service Operations Workspace
• On-Call Scheduling in Service Operations Workspace
• Problem Management in Service Operations Workspace
• Recommendation Framework in Service Operations Workspace
• Recommended Actions for ITSM in Service Operations Workspace
• Request Management in Service Operations Workspace
• ServiceNow integrations with Microsoft Teams in Service Operations Workspace
• Service Level Management in Service Operations Workspace
• Walk-up Experience management in Service Operations Workspace
• Workforce Optimization for ITSM in the Service Operations Workspace
• Collaboration in Service Operations Workspace
• Computer Telephony Integration in Service Operations Workspace
• Live Agent chat in Service Operations Workspace
• Using Universal Task in Service Operations Workspace

Related tasks

• Add a user-specific quick link on the ITSM landing page
• Create a list in Service Operations Workspace