Universal Request For Hr Service Delivery

You can activate the Performance Analytics and Reporting for Universal Request plugin (com.snc.universal_request.pa) for Universal Request if you have the admin role. If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:

You can activate the Predictive Intelligence for Universal Request plugin (com.snc.universal_request.ml) to use machine-learning solutions in the Universal Request application, if you have the admin role.

You can activate the Universal Request: Advanced Work Assignment plugin (com.snc.universal_request.awa) if you have the admin role. Activating this plugin enables you to use Advanced Work Assignment and automatically assign work items to your agents, based on their availability in the Universal Request application. This plugin includes demo data and activates related plugins if they are not already active.

You can activate the Universal Request: Integration for Incident management plugin (com.snc.incident.universal_request) if you have the admin role. Activating this plugin enables ServiceNow Incident Management application integration with Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

You can activate the Universal Request: NLU Model for Virtual Agent Conversations plugin (com.snc.universal_request.nlu) if you have the admin role. Activating this plugin allows you to use NLU for virtual agent conversations in Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

You can activate the Universal Request plugin (com.snc.universal_request) if you have the admin role. This plugin is not active by default, and you must install it to use the Universal Request application. This plugin includes demo data and activates related plugins if they are not already active.

You can activate the Universal Request: Reporting plugin (com.snc.universal_request.reporting) if you have the admin role. Activate this plugin to use reports in Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

You can activate the Universal Request: Virtual Agent Conversations plugin (com.snc.universal_request.va) if you have the admin role. Activate this plugin to set up and use Virtual Agent in Universal Request. This plugin includes demo data and activates related plugins if they are not already active.

Helps employees request a department-agnostic ticket for services that are hard to find in the catalog or that need collaboration across departments.

For a Universal Request administrator [sn_uni_req.ur_admin] to perform some platform duties, the delegated developer role must be added.

After creating the services for your service set (department), assign the assignment groups to the services in the service sets to enable agents to transfer tickets to the appropriate routing group.

Universal request is not automatically created when a fulfiller or employee creates a department ticket from channels other than the Service Portal or Virtual Agent topics. Create universal request automatically by adding the business rule to the specific service table, such as an Incident or a HR service.

Cancel the universal request if the issue is resolved or the request no longer needs any action.

Configure chat queues to enable users to communicate with the agents for assistance on their 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.

Use the Standard ticket page configuration for Universal Request to provide a consistent layout across all tickets raised and associated.

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.

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.

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.

Create a scripted extension point to perform additional actions after the cross-department transfer of a primary ticket in the Universal Request application. You can change the sample extension point to copy any additional information from the previous primary ticket's child entities.

Create a scripted extension point to create your department specific primary ticket during cross-department ticket transfers. Using extension point enables you to create a primary ticket type as per the extension point definition.

Universal requests can be automatically created from the information received by emails. The auto-creation of universal requests enables faster response time and quicker resolution for employees compared to the agents manually creating requests from emails.

Create a universal request along with a requested item or task-based record to provide unified ticketing experience.

Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.

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.

The ServiceNow Universal Request application enables 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.

Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.

Several types of components are installed with activation of the Universal Request plugin, including tables, user roles, and scheduled jobs.

Use the Universal Request form to create a universal request task record.

Apply the Natural Language Understanding vocabulary in the Universal Request application to help the system to understand human-expressed language.

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.

Analyze the behavior of universal requests in your organization and track transfers. As a process owner, use this dashboard to measure efficiency and to determine necessary improvements in the overall implementation of Universal Request.

Validate that Universal Request still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

After system configuration, remove the Universal Request (UR) administrator [sn_uni_req.ur_admin] role from IT System Administrator role (admin) to help prevent IT System Administrators from viewing sensitive information via forms, lists and UI.

Universal Request (UR) reporting solutions contain preconfigured dashboards with actionable data visualizations to improve your employee service delivery processes.

You can transfer a primary ticket back to Universal Request, service set (department), or service either with or without resolution.

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

Activate Universal Request in agent workspace and set up roles for performing the tasks.

Train the Universal Request classification solution definition to identify and predict universal request with sensitive information using the short description and description. The solution identifies and marks the UR as restricted, allowing only agents with access or from the assignment group to work on the request.

Train the Similar Knowledge articles for UR solution definition to identify and predict knowledge articles using the short description. When an agent opens a universal request, similar knowledge articles are displayed in the Related Search section of the Universal Request record.

Train the Similar Closed Universal Request solution definition to identify and predict similar Universal Requests that are closed based on the short description, description, and the assignment group of the Universal Request created. When an agent opens a universal request, similar closed universal requests can be searched in the Related Search section of the Universal Request record.

Train the Universal Request classification solution definition to identify and predict an assignment group using the short description and create service level tickets that are associated with the universal request.

Define the fields that you want to map between the universal request and the target table fields that you already configured. This configuration enables you to copy the values of mapped fields from the universal request to the new ticket, and vice versa.

Set up your service to provide your employees with a unified and consistent ticket experience. This setup automatically creates a universal request when requests are raised from an interaction record, email, or record producer.

Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.

Use Universal Request in Agent Workspaces to create, view, and work on the universal request.

Use the Universal Request AI agent collection to complete tasks autonomously.

After creating your service-specific assignment groups, assign them to the service sets. Assigning assignment groups to the various departmental service sets facilitates in automatically routing universal requests to the right agents (assignment group) within a specific department (service set).

Roles control access to features, capabilities, and data in the Universal Request application.

Update or cancel a universal request with the help of the Virtual Agent in the chat option.

Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.

Activate and configure the Dynamic Translation plugin to translate the text on a Universal Request record.

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.

Connect Support is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly.

Create a before insert business rule on the service table to automatically create a universal request when a ticket is raised from any of the available channels.

Create a business rule on the service table to attach the newly created department ticket with a universal request.

Set up your service-specific groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately.

Create your service set (department) name in the Universal Request (UR) application to use the UR capabilities for a specific service set in your organization. Service sets are the various departments in your organization.

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

Create a universal request record on behalf of the requester from the Universal Request application.

Create a universal request with the help of Virtual Agent. You can access the Virtual Agent using the chat option in the search page of Service Portal.

Customize email notifications to control which email notifications are sent to requesters when a universal request is created. This setting prevents employees from receiving duplicate or inconsistent email notifications.

Universal Request is a task type that supports cross-departmental collaboration and unified employee experience. Universal Request becomes the parent record for departmental primary tickets, such as IT incidents and HR cases, and enables your organization to measure cross-departmental SLAs and OLAs.

Use the Mapping Configuration form to configure your fields and field mapping for cross-departmental transfers.

Before you start using the ServiceNow Universal Request application in your organization, you must set up Universal Request. Work with your stakeholders to define requirements for setting up the application effectively to meet the needs of your organization.

Use the guided tour to navigate a sequence of interactive steps that provides an overview of Universal Request cases.

Extend the capabilities of Universal Request and connect with other departments to assist with ticket resolution. By integrating with other applications, you provide a consistent ticketing experience and facilitate inter-department request transfers and multi-department use cases.

ServiceNow Universal Request empowers customers in their journey toward Enterprise Service Management (ESM) or Global Business Services (GBS) by enabling agents to resolve cases seamlessly across the enterprise to provide a better employee experience.

Create universal requests from a mobile device using the Now Mobile application. Stay connected and access information in real time.

Request and activate the following plugins to use Universal Request in your application.

Administrators can use Universal Request properties to determine and configure the application behavior.

Reference topics provide additional information about the universal requests, including lists and forms.

Register your service name for your service specific table and associate it with a service set (department) to use the Universal Request capabilities for a specific service in your organization.

Users with certain roles and access can use Universal Request.

Use the Transfer configuration form to configure your transfer details in the Universal Request application.

When creating a Universal Request, search for closed universal requests that are similar using Predictive Intelligence.

Use the Service Configuration form to register your service to use the Universal Request application.

Modify the email subject to display the relevant ticket number by using the task effective number. For example, if your service ticket is associated with a universal request, then you must mask the service ticket number and show the UR number.

If your application is an application admin enabled scoped application, register the application with Universal Request (UR) to make your application’s service and service set data available for the Universal Request application to work.

You can configure outbound email notifications to define the emails a requester must receive when a universal request is created. For example, if your service (department) ticket is associated with a universal request, you can customize the notifications to send only the emails that are relevant to the requester.

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.

Use the State Mapping form to map your service specific state to the Universal request states.

All workflows consist of states, transitions, and reasons. Map your service-specific states to the Universal Request states to provide a better user experience during request state transition.

The Universal Request (UR) state is determined by the state of the primary ticket. The primary ticket for a UR is a child department ticket, such as an IT incident or a HR case. A Universal Request can have only one primary ticket at a time.

The Universal Request standard ticket page enables requesters to view the details of their universal requests from the Service Portal.

Configure the target table and field mappings to create a department level ticket and to set the fields according to the field mappings.

Use dynamic translation to translate Universal Request fields to another language.

Universal Request Virtual Agent includes several predefined topic conversations that you can use to resolve common tasks on your universal requests.

The Virtual Agent capabilities of Universal Request provide automated chat options to employees. It reduces the workload of agents by assisting the requester with certain basic tasks. It can display suggestions for self-help topics and knowledge articles based on keywords. It can also help employees to update their universal requests.

Universal request and interaction records are created and used by agents of various departments. However, they differ in the way they are handled. The following information provides an overview of both the records and how they differ from each other.

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.

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.

View and analyze the general statistics of the universal requests for routing agents, such as the number of open requests, breached, unassigned, and requests at risk. You can also view the weekly opening and closing universal requests along with the number of department tasks that are part of each UR.

As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

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.