Create an HR case from Universal Request in HR Service Delivery Agent Workspace

---
title: Create an HR case from Universal Request in HR Service Delivery Agent Workspace
description: Create an HR case from a universal request record to restore service to a customer as soon as possible. After creating the HR case record, you can investigate potential solutions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/create-case-ur-hr-agent.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Integrate, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Create an HR case from Universal Request in HR Service Delivery Agent Workspace

Create an HR case from a universal request record to restore service to a customer as soon as possible. After creating the HR case record, you can investigate potential solutions.

## Before you begin

Role required: routing\_agent and sn\_hr\_core.case\_writer

## Procedure

1.  Navigate to **All** > **HR Case Management** > **HR Agent Workspace**.

2.  Navigate to **Universal Requests** > **All**.

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

4.  Select **Create HR case**.

5.  Fill in the required fields on the HR case form.

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

    |Field|Description|
    |-----|-----------|
    |COE|The Center of Excellence|
    |HR service|The HR service type|
    |Opened for|The person the ticket is opened for|
    |Subject person|The subject person|
    |Work notes|Other notes if any|

6.  Select **Submit**.

    The HR case number appears in the **Primary Ticket** field on the universal request form, and the ticket is listed in the **Associated Tickets** related list. Also the universal request number from which the HR case is created appears in the **Universal Request** field on the HR case form.