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Setting up and configuring Universal Request › Universal Request › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configuring Universal Request

Set up the Universal Request features, components, and integrations that you need to set up your organization to provide service and support to your employees and agents.

  • Configure users and groups
    A user is an individual who can access your instance and a group is a set of users who share a common purpose. The users associated with a group are listed as group members.
  • Assign roles to UR users
    Roles control access to features, capabilities, and data in the Universal Request application.
  • Assign delegated developer role to Universal Request administrator
    For a Universal Request administrator [sn_uni_req.ur_admin] to perform some platform duties, the delegated developer role must be added.
  • Service Level Agreement configuration for Universal Request
    View, modify, or create Service Level Agreement (SLA) definitions that is provided for the Universal Request application to make sure that the requests are closed within a defined time frame.
  • Transfer configuration
    You can enable agents to transfer department-specific tickets, such as an incident ticket or an HR case back to the Universal Request (UR), to another department, or service. This transfer configuration allows you to determine what happens to the departmental ticket when the request is transferred to another department or back to UR.
  • Configure Dynamic translation for Universal Request
    Activate and configure the Dynamic Translation plugin to translate the text on a Universal Request record.
  • Configure Chat queues
    Configure chat queues to enable users to communicate with the agents for assistance on their request.
  • Predictive Intelligence for Universal Request
    The Predictive Intelligence for Universal Request uses machine-learning algorithms for the auto-assignment of universal requests and to find similar knowledge articles and closed universal requests.
  • Set up Virtual Agent for Universal Request
    Use Virtual Agent (VA) capabilities to provide a better user experience for your chat channel using the ServiceNow® Natural Language Understanding (NLU) model. Publish and use the default Virtual Agent topics for Universal Request.
  • Standard Ticket page for Universal Request
    The Universal Request standard ticket page enables requesters to view the details of their universal requests from the Service Portal.

Parent Topic:Setting up and configuring Universal Request