---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Universal Request state mapping

# Universal Request state mapping {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

All workflows consist of states, transitions, and reasons. Map your service-specific
states to the Universal Request states to provide a better user experience during request
state transition.

## Before you begin

Role required: admin

## About this task

For example, consider a universal request that has an HR payroll case attached to it
as a primary task. When the HR case state changes from
In-progress to Awaiting Acceptance, then the universal request state is updated to
Awaiting Response From User.

By mapping the states of the service to the UR state, it is ensured that the correct state of UR is displayed. The state transition of the primary ticket is hidden from the requester and they only see the simplified UR state transitions that are driven by the state mappings. The following table describes the universal request states and the suggested mappings.{#ur-state-mapping__table_fvj_j1w_slb__entry__2}

| Primary ticket status | UR state |
|-|-|
| When UR is created and there is no primary ticket | New |
| All states when ticket is being worked upon, like WIP, awaiting approval | In progress |
| All states that require response from a requester | In progress |
[Table 1. UR states and suggested mappings]

{#ur-state-mapping__table_fvj_j1w_slb}

## Procedure

1. Navigate to AllUniversal RequestAdministrationState Mapping.
2. Click New.
3. On the form, fill in the fields.  
   For more information on the field description, see [State mapping form](https://www.servicenow.com/docs/pYK1GF6Rjmqa8PIbUqkfkQ "Use the State Mapping form to map your service specific state to the Universal request states.").

*[\>]: and then