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

Setting up and configuring Universal Request

Set up and configure Universal Request to enable agents to create universal requests and work on them to resolve employee issues.

Understand the given information before you set up and configure to use Universal Request.

Universal Request application uses HTML mark-up to render comments that are copied between UR and the child tickets. This feature uses [CODE] tags, which are controlled by the glide.ui.security.allow_codetag property value that is set to true by default. If you change this property value to false, comments may not render properly, and HTML tags might appear in your comments.

  • Universal Request plugins
    Request and activate the following plugins to use Universal Request in your application.
  • 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 service to use Universal Request
    Configure the Universal Request application with any service to manage requests across multiple services under one unified request. Using Universal Request integrated with your service helps deliver a seamless employee experience in your organization.
  • Domain separation and Universal Request
    Domain separation is supported for ServiceNow Universal Request. Universal Request helps Help Desk agents to resolve cases across the enterprise for a better employee experience. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Parent Topic:Universal Request