Universal Request roles and groups

Users with certain roles and access can use Universal Request.

Table 1. Universal Request roles

Role	Description
sn_uni_req.universal_request_read	Users with this role have read access to the Universal Request application and the related functions.
sn_uni_req.ur_admin	UR administrators can setup and configure Universal Request.
sn_uni_req.routing_agent	Users with this role can open, update, and close Universal requests. By default, the users with the sn_uni_req.routing_agent role alone can have Universal requests assigned to them.
sn_uni_req.universal_request_write	Users with this role have both read and write access to the Universal Request application and the related functions.
sn_uni_req.ur_service_owner	Users with this role act as the Universal Request service owner that defines the process to service the universal request.
sn_uni_req.sensitiveinfo_agent	Users with this role can view and work on the tickets that are marked as restricted. Restricted tickets contain sensitive information and are secured from general viewing.

Universal Request application provides the following default assignment groups as part of the demo data. You can customize the default groups or create your organization-specific assignment groups.

Table 2. Default assignment groups

Group	Description
IT Routing group	Assignment group that consists of tier-1 agents who manage both Universal Requests and IT incidents. The agents of this assignment group have both Universal Request role and the ITIL role. Agents assigned to the IT Routing group can: Manage Universal Request. Create child IT incidents from the UR parent.
HR Routing group	Assignment group that consists of tier-1 agents who manage both Universal Requests and HR cases. The agents of this assignment group have both Universal Request role and the HR role. Agents assigned to the HR Routing group can: Manage Universal Request Create child HR cases from the UR parent.
Universal Request Routing group	Assignment group that consists of tier 1 agents who focus primarily on managing Universal Requests. The agents of this assignment group have Universal Request role. Agents assigned to the Universal Request Routing group can: Resolve the Universal Request at the parent level. Assign the Universal Request to another assignment group, such as HR routing group or IT routing group.