0
1.0.2
Zurich, Yokohama Patch 4
Universal Request is a ServiceNow feature designed to provide a single, centralized entry point for handling service requests across multiple business units. It eliminates confusion about which department to contact by allowing users (employees or suppliers) to submit a generic request that the system intelligently routes to the correct team
- Employees or suppliers can submit one generic request without worrying about which department handles it.
- Automatically routes requests to the correct business unit based on context and predefined rules.
- Normalizes SLAs, states, and activity streams across multiple service domains for consistency.
- Works seamlessly across portals, mobile, chat, and email channels.
- Provides a safety net when suppliers are unsure of the case type or business unit.
New:
- Employees or suppliers can submit one generic request without worrying about which department handles it.
- Automatically routes requests to the correct business unit based on context and predefined rules.
- Normalizes SLAs, states, and activity streams across multiple service domains for consistency.
- Works seamlessly across portals, mobile, chat, and email channels.
- Provides a safety net when suppliers are unsure of the case type or business unit.
Required plugins and products: The Universal Request for Source-to-Pay Operations (com.snc.sn_fsc_ur_common) application installs the following dependent plugins:
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- Universal Request (com.snc.universal_request)
- Permissions and roles: Role required to install the application: System administrator (admin)