Using Universal Request

Use Universal Request to enable cross-departmental reporting from the time of an initial employee request through the final issue resolution. You can map various departmental ticket states and activity streams into a unified and simplified experience for your employees and agents.

To learn more about Universal Request, see Exploring Universal Request.

• Create Universal Request
  Create a universal request record on behalf of the requester from the Universal Request application.
• Cancel a universal request
  Cancel the universal request if the issue is resolved or the request no longer needs any action.
• Use the guided tour in Universal Request
  Use the guided tour to navigate a sequence of interactive steps that provides an overview of Universal Request cases.
• View universal requests with primary ticket
  A universal request can have multiple child requests, such as an IT ticket or an HR case. An active child request is called the primary ticket. At a given time, a universal request can have only one primary ticket.
• Create associated ticket for primary ticket of UR
  Agent, working on the primary ticket, requests other departments for assistance in resolving a universal request (UR) by creating associated tickets for the UR. Multiple departments can work simultaneously on these associated tickets. These associated tickets are independent of the UR state flow.
• Improve inter-departmental communication
  Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.
• Universal Request sensitive information security
  Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.
• Transfer a primary ticket
  You can transfer a primary ticket back to Universal Request, service set (department), or service either with or without resolution.
• Search similar and closed Universal Requests
  When creating a Universal Request, search for closed universal requests that are similar using Predictive Intelligence.
• Translate a Universal Request field
  Use dynamic translation to translate Universal Request fields to another language.

Parent Topic:Universal Request