Improve inter-departmental communication

task australia Updated Sep 10, 2026 1 min read discuss-routing-agents.md

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

Before you begin

Role required: sn_uni_req.routing_agent or admin

Procedure

Navigate to All > Universal Requests.
Select the universal ticket that is assigned to you.
Select Discuss.
In the Start a sidebar discussion window, fill in the fields:

Field	Description
Record number	Unique number generated for the universal request.
Subject	Option to indicate the main topic or point of discussion.
Add participants	Routing agents with whom you want to initiate the discussion.This restricted list controls agent participation and applies access permissions consistently across associated tickets.
Include a brief message for participants	Brief message to the participants indicating what the discussion is about.
Private discussion	Option to create a private discussion accessible only to chosen participants. Users linked through associated tickets, even those with access to the Universal Request record, will not be included unless explicitly added to the Add Participants list.

5. Initiate your discussion with the selected routing agents by selecting **Start discussion**.

The **Start private discussion** button appears only when you select the **Private discussion** option.

What to do next

Select Sidebar discussions [Omitted image "sidebar-discussions.png"] Alt text:.
Review all the discussions that you are part of.
To begin another conversation with routing agents, select New Discussion.

Parent Topic:Using Universal Request

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---
title: Improve inter-departmental communication
description: Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/universal-request-for-hr-service-delivery/discuss-routing-agents.html
release: australia
product: Universal Request for HR Service Delivery
classification: universal-request-for-hr-service-delivery
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Universal Request, Employee Service Management]
---

# Improve inter-departmental communication

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

## Before you begin

Role required: sn\_uni\_req.routing\_agent or admin

## Procedure

1.  Navigate to **All** &gt; **Universal Requests**.

2.  Select the universal ticket that is assigned to you.

3.  Select **Discuss**.

4.  In the Start a sidebar discussion window, fill in the fields:

<table id="table_s33_x2z_g3c"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Record number

</td><td>

Unique number generated for the universal request.

</td></tr><tr><td>

Subject

</td><td>

Option to indicate the main topic or point of discussion.

</td></tr><tr><td>

Add participants

</td><td>

Routing agents with whom you want to initiate the discussion.This restricted list controls agent participation and applies access permissions consistently across associated tickets.

</td></tr><tr><td>

Include a brief message for participants

</td><td>

Brief message to the participants indicating what the discussion is about.

</td></tr><tr><td>

Private discussion

</td><td>

Option to create a private discussion accessible only to chosen participants. Users linked through associated tickets, even those with access to the Universal Request record, will not be included unless explicitly added to the **Add Participants** list.

</td></tr></tbody>
</table>5.  Initiate your discussion with the selected routing agents by selecting **Start discussion**.

    The **Start private discussion** button appears only when you select the **Private discussion** option.


## What to do next

1.  Select Sidebar discussions \[Omitted image "sidebar-discussions.png"\] Alt text:.
2.  Review all the discussions that you are part of.
3.  To begin another conversation with routing agents, select **New Discussion**.

**Parent Topic:**[Using Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/using-ur.md)