Using Universal Request

---
title: Using Universal Request
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/universal-request-for-hr-service-delivery/using-ur.html
release: australia
product: Universal Request for HR Service Delivery
classification: universal-request-for-hr-service-delivery
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Universal Request, Employee Service Management]
---

# 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/explore-universal-request.md).

-   **[Create Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-create-universal-request-record.md)**  
Create a universal request record on behalf of the requester from the Universal Request application.
-   **[Cancel a universal request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/cancel-ur.md)**  
Cancel the universal request if the issue is resolved or the request no longer needs any action.
-   **[Use the guided tour in Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-guided-tour.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-view-primary-ticket-ur.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/create-associated-ticket.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/discuss-routing-agents.md)**  
Enable agents to effectively collaborate on associated tickets using the Sidebar discussion and Discuss options.
-   **[Universal Request sensitive information security](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/universal-request-security.md)**  
Universal Request security capability provides flexibility to protect information by controlling the view and edit authorization.
-   **[Transfer a primary ticket](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/route-primarytask-to-ur.md)**  
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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-search-similar-closed-ur.md)**  
When creating a Universal Request, search for closed universal requests that are similar using Predictive Intelligence.
-   **[Translate a Universal Request field](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-use-dynamic-translation.md)**  
Use dynamic translation to translate Universal Request fields to another language.

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