Universal Request

  • Release version: Yokohama
  • Updated December 4, 2025
  • 2 minutes to read
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    Summary of Universal Request

    The Universal Request feature allows supplier contacts to raise issues that do not fit predefined case types or require multiple departments' involvement. It streamlines the workflow for routing and resolving queries, enhancing efficiency in supplier communication.

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    Access to the Universal Request feature requires checking your entitlements and is available starting from the Yokohama December 2025 release. To enable this feature, the Universal Request for Source-to-Pay Operations plugin [snfscurcommon] must be installed.

    Key Features

    • Stakeholders: Involves supplier contacts who submit requests and routing agents who manage these requests.
    • Routing agents: Tier-1 agents with roles to view, update, transfer, and close Universal requests and create supplier cases from them.
    • Submission Process: Supplier contacts submit requests via the Supplier Collaboration portal, with the option to mark requests as sensitive for automatic routing to the appropriate group.
    • Primary Ticket Creation: Sensitive requests automatically create a supplier case, while non-sensitive requests require routing agents to create a case manually.
    • Resolution Process: Routing agents accept or reject resolutions from primary tickets, with options to transfer tickets across departments or create associated tickets for collaborative resolutions.

    Key Outcomes

    By utilizing the Universal Request feature, ServiceNow customers can expect streamlined issue resolution, improved cross-departmental collaboration, and enhanced management of supplier queries. This leads to faster response times and better overall supplier relationships.

    The Universal Request feature enables supplier contacts to raise issues that do not fit into predefined case types or involve multiple departments. It provides a structured workflow for routing and resolution of queries.

    Important:
    Check your entitlements to determine whether you have access to the Universal Request feature. This feature is available from the Yokohama December 2025 release onwards.

    You must install the Universal Request for Source-to-Pay Operations plugin [sn_fsc_ur_common] to enable the Universal Request feature in SLO. For more information on installing the plugin, see Install Universal Request for SLO.

    Key Stakeholders

    The Universal Request workflow involves the following stakeholders:
    • Supplier contacts: Supplier contacts submit their queries by raising Universal requests.
    • Routing agents: Routing agents are tier-1 agents who manage both Universal requests and supplier cases. These agents have both the Universal Request role and the [sn_slm.agent] role. Routing agents can perform the following operations:
      • View, update, transfer, and close Universal requests
      • Create supplier cases from Universal requests
    Note:
    You can create Routing agents by adding users to the Source Operations Universal Request Group. This group is a default assignment group that contains Universal request roles and supplier agent roles. For more information on assigning roles, see Assign roles to UR users.

    For more information on roles in Universal requests, see Universal Request roles and groups.

    Universal Request workflow

    1. Submission of a Universal request

      The supplier contact submits a Universal request from the Supplier Collaboration portal. For more information on raising a Universal request, see Create a Universal Request from the Supplier Collaboration Portal.

    2. Assignment of the Universal request
      • For requests that are marked as sensitive, suppliers select the department at the time of request submission. The request is assigned automatically to the corresponding assignment group.
        Note:
        Suppliers can mark a Universal request as sensitive by selecting the Issue contains sensitive or confidential information check box while submitting the request form. For more information, see Create a Universal Request from the Supplier Collaboration Portal.
      • For requests that aren’t marked as sensitive, routing agents review the request and route them to an appropriate assignment group based on the information provided in the description and short description by the supplier.
    3. Primary ticket creation
      • For requests that are marked as sensitive, a primary ticket of the type supplier case is created automatically.
      • For requests that aren’t marked as sensitive, routing agents must create a supplier case for resolution. For more information, see Create a supplier case.
        Note:
        Routing agents can also create an invoice case instead of a supplier case from a Universal request if they have the required permissions.
    4. Resolution of the Universal request
      • If the routing agent accepts the resolution provided in the primary ticket, the Universal request is marked as complete and closed.
      • If the resolution is rejected, the supplier case is dissociated from the Universal request. The routing agent then creates a new primary ticket from the Universal request for resolution.

    Primary tickets can also be transferred to other departments when resolving a Universal request requires cross-departmental support or must be reassigned to a different department. For more information on transferring primary tickets, see Transfer a primary ticket.

    When a Universal request needs support from multiple departments, you can create Associated tickets in addition to the primary ticket. Associated tickets enable multiple departments to work on the resolution of the Universal request simultaneously. For more information see, Create associated ticket for primary ticket of UR.