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

Create service specific UI actions

Create a UI action or modify an existing one to enable your service to create department tickets under a universal request.

Before you begin

Role required: admin

Administrators and users with the ui_action_admin role can define UI actions.

About this task

For example, consider a scenario when a Tier 1 agent of a service department receives a universal request, and is not able to resolve it. The agent escalates the request to another department or to an agent within the same department. In this case, the Tier 1 agent uses the Create case or similarly labeled action to create a new case within the service (department). This case can then be routed to the appropriate assignment group for resolution.

To perform this action, you must create a UI action for your service.

Procedure

  1. Navigate to All > System Definition > UI Actions.

    A list of all UI actions specific to Universal Request table appears.

  2. Click New or open an existing record.

    Note: For a new UI action, ensure that you always select the Universal Request table.

  3. On the form, fill in the fields to define the UI action.

    For more information, see Create a UI action.

Parent Topic:Configure service to use Universal Request