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Universal Request for HR Service Delivery › Integration of HR Service Delivery with ServiceNow applications › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Create an HR case from Universal Request

Restore service to a customer as soon as possible. After creating the HR case, you can investigate potential solutions.

Before you begin

  • Role required: routing_agent and sn_hr_core.case_writer

  • Activate the Universal Request (com.snc.universal_request) and Human Resources Scoped App: Core (com.sn_hr_core) plugins.

Procedure

  1. Navigate to Universal Requests > All.

  2. Open the universal request record from which you want to create an HR case.

  3. Click Create HR case.

  4. Fill in the fields on the HR case form.

    Note: The Employee Information field values are automatically copied from the universal request to the HR case.

    FieldDescription
    COEThe Center of Excellence
    HR serviceThe HR service type
    Opened forThe person the ticket is opened for
    Subject personThe subject person
    Work notesOther notes if any

  5. Click Submit.

    The universal request number from which the HR case is created appears in theUniversal Request field on the HR case form. The HR case number appears in the Primary Ticket field on the universal request form and also under the Associated Tickets related list.

Parent Topic:Universal Request for HR Service Delivery