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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Components installed with Universal Request

# Components installed with Universal Request {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Several types of components are installed with activation of the Universal Request plugin, including tables, user roles, and scheduled
jobs.
Demo data is
available for this feature.

## Roles installed {#installed-with-ur__section_wly_yyh_wdb}

{#installed-with-ur__table_u1t_gb1_wdb__entry__3}

| Role title \[name\] | Description | Contains roles |
|-|-|-|
| Routing Agent \[sn_uni_req.routing_agent\] | Responsible for initial triaging of the universal requests and routing them to right department or queues. Note: Only users with this role can have universal requests assigned to them. | sn_uni_req.universal_request_write |
| Universal Request read \[sn_uni_req.universal_request_read\] | Access to view the Universal Request records. | None |
| Universal Request write \[sn_uni_req.universal_request_write\] | Access to create or update the universal request in the application. | sn_uni_req.universal_request_read |
| Universal Request admin \[sn_uni_req.ur_admin\] | View the configuration of the Universal Request application. | sn_uni_req.routing_agent |
| Universal Request Service Owner \[sn_uni_req.ur_service_owner\] | Access the process overview reports of the Universal Request application. | None |
| Universal Request SensitiveInfo Agent \[sn_uni_req.sensitiveinfo_agent\] | View and work on the tickets that are marked as Restricted. Restricted tickets contain sensitive information and are secured from general viewing. | None |
[Table 1. Roles in Universal Request]

{#installed-with-ur__table_u1t_gb1_wdb}

## Tables installed {#installed-with-ur__section_s1x_dzh_wdb}

{#installed-with-ur__table_fbz_45z_vdb__entry__2}

| Table | Description |
|-|-|
| Universal Request \[universal_request\] | Stores the Universal Request records and the state reasons. |
| Transfer Configuration \[universal_request_route_conf\] | Holds the routing configuration that is used when the task is routed. |
| Service Assignment Group \[universal_request_service_assignment_group\] | Stores the assignment group details of different services configured in UR. |
| State Mapping \[universal_request_state_mapping\] | Holds the state mapping configuration that maps the department ticket states to the Universal Request states. |
| Service Configuration \[universal_request_service_conf\] | Stores the details of the services that are configured in the Universal Request application. |
| Service set \[universal_request_service_set\] | Stores the service set (department) details of the organization. |
| Service Set Assignment Group \[universal_request_service_set_assignment_group\] | Stores the assignment group details of the service set (department). |
| SLA Breakdown by Primary ticket and Assignment group \[sla_breakdown_by_primary_ticket_and_group\] |   |
| Mapping Configuration \[universal_request_transfer_mapping\] |   |
| Transfer Fields Mapping \[universal_request_transfer_fields_mapping\] |   |
| Universal Request Priority Data Lookup \[dl_universal_request_priority\] |   |
| Universal Request Activity Log \[universal_request_activity_log\] |   |
[Table 2. Tables in Universal Request]

{#installed-with-ur__table_fbz_45z_vdb}