Create Universal Request for Health and Safety as an agent

Agents can create and manage universal requests directly from the Health and Safety Workspace.

Before you begin

Role required: sn_uni_req.routing_agent or admin

About this task

Agents that are part of the Health and Safety routing group can initiate and manage universal requests within the Health and Safety Workspace.

Procedure

1. Navigate to All > Health and Safety > Health and Safety Workspace.

2. In the primary navigation, select Cases icon (

1. Select Universal Requests and then select All.

2. Select New to open the universal request form.

   On the Universal Request form, fill in the details. For more information see, Universal Request form

3. Select Submit.

Result

The Universal Request record is created and appears in the Universal Request list tab.

What to do next

The agent can perform the following from the new Universal Request record:

• Select the Assign to me button to assign the Universal Request to self. The Assigned to field of the Universal Request gets updated with the agents name.

• Select the Restrict button to mark a Universal Request as restricted when you identify that the request contains sensitive information. This option can be selected on the universal record or the Health and Safety record to mark the health and safety case (primary ticket) as restricted.

  For detailed information on Universal Request security capabilities, see Universal Request sensitive information security.

• Use the More actions