Universal Request Router agentic workflow

---
title: Universal Request Router agentic workflow
description: Helps employees request a department-agnostic ticket for services that are hard to find in the catalog or that need collaboration across departments.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/employee-service-management/universal-request-for-hr-service-delivery/agentic-flow-ur.html
release: brazil
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: [Using agentic flows in Universal Request AI agent collection, Universal Request, Employee Service Management]
---

# Universal Request Router agentic workflow

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

## Overview of Universal Request Router agentic workflow

The agents, tools, and triggers for the Universal Request Router agentic workflow come from Now Assist applications. To activate the workflow template, make its triggers active. To change the workflow’s instructions, duplicate it, adjust the settings for your needs, and activate the duplicate instead.

## Prerequisites and setup

Verify that the Universal Request AI agent collection Plugin \(com.sn\_ur\_ai\_agents\) is installed.

## Accessing the Universal Request Router agentic workflow

\[Omitted image "ur-access.png"\] Alt text:

To access the agentic workflow:

1.  Navigate to **All** > **AI Agent Studio** > **Overview**.
2.  Select **Agentic workflows** > **Universal Request Router** agentic workflow.

The first step of the guided setup includes a complete list of included AI agents. Selecting the name of an AI agent opens it in a new browser tab, where you can see the full description, role, agent instructions/prompts, and tools. Tools are displayed in the second step of the AI agent-guided setup, Add tools, and information.

## Universal Request Router agentic workflow AI agents

\[Omitted image "ur-ai-agents.png"\] Alt text:

The following table lists the agents that are used in the Universal Request Router agentic workflow.

**Note:** In the Define availability screen for the AI agent, make sure that the Status toggle is enabled to activate the AI agent.

Agents used in the Universal Request Router agentic workflow:

<table id="table_v4x_1ml_c3c"><thead><tr><th>

AI agent

</th><th>

AI agent role

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

Universal Request departmental ticket creator

</td><td>

Automates the routing of universal requests to the right departmental ticketing systems. It analyzes department predictions and creates properly configured HR cases or IT incidents. These include all necessary field mappings and reference tracking.

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

Record field value prediction AI agent

</td><td>

Predict fields of an incoming task/record by gathering incoming task sys\_id. It can also provide a summary and justification of the field predictions.

</td></tr></tbody>
</table>## Triggers

Activate the triggers according to your organization's requirements.

\[Omitted image "ur-triggers.png"\] Alt text:

## Executing a test scenario

You can run this workflow on the Testing page of AI Agent Studio with the following utterance in the Task field: Help me resolve &lt;UR case&gt;.

The AI agent decision log displays the AI agents that are working to predict the department for the ticket, and create a primary ticket for the identified department. You can also watch their interactions, decisions, and thought processes as they happen in real time.

\[Omitted image "ur-testing.png"\] Alt text:\[Omitted image "ur-testing-output.png"\] Alt text:

## Predict and create a primary ticket in Universal Request page

This is an example of how the Universal Request Router agentic workflow automatically predicts the department for the ticket, and creates a primary ticket for the identified department.\[Omitted image "ur-predict.png"\] Alt text:\[Omitted image "ur-predict-service.png"\] Alt text:

**Parent Topic:**[Using agentic flows in Universal Request AI agent collection](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/universal-request-for-hr-service-delivery/ur-ai-agent-collection.md)