Create service specific UI actions

task australia Updated Sep 10, 2026 1 min read ur-create-service-UIactions.md

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

Navigate to All > System Definition > UI Actions.

A list of all UI actions specific to Universal Request table appears.
Click New or open an existing record.

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

48 lines · 2.3 KB Wrap lines

---
title: Create service specific UI actions
description: Create a UI action or modify an existing one to enable your service to create department tickets under a universal request.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-create-service-UIactions.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: [Configure service to use Universal Request, Setting up and configuring Universal Request, Universal Request, Employee Service Management]
---

# 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** &gt; **System Definition** &gt; **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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_EditingAUIAction.md).

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