---
title: Universal Request in Service Operations Workspace
description: The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/using-ur-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Universal Request in Service Operations Workspace

The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.

Use the Universal Request in Service Operations Workspace to view, create, edit, and resolve universal requests.

-   **[Create a Universal Request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/create-ur-sow.md)**  
As an agent, you can create universal requests from the Universal Request application on behalf of the requester to track and resolve issues.
-   **[Cancel a Universal Request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/cancel-ur-sow.md)**  
Cancel the Universal Request if the issue is resolved already or you no longer require the request.
-   **[Use Agent assist in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/agent-assist-ur-sow.md)**  
Use the Agent assist in Service Operations Workspace to find similar Universal Requests that are open and closed, Knowledge articles, Catalog items, and Pinned articles.
-   **[Transfer a primary ticket in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/transfer-primary-task-ur-sow.md)**  
You can transfer a primary ticket to Universal Request, service set \(department\), or service either with resolution or without resolution.
-   **[Restrict or unrestrict universal request access in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/restrict-ur-sow.md)**  
Mark a universal request as restricted or unrestricted when you identify that the request contains sensitive information.
-   **[Mark the universal request as unrestricted in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/unrestrict-ur-sow.md)**  
You can mark a restricted universal request as unrestricted if you identify that the request doesn't have any sensitive information.
-   **[Universal Request in Service Operations Workspace reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/components-installed-ur-sow.md)**  
Universal Request is activated in Service Operations Workspace when you enable the Universal Request plugin \(com.snc.universal\_request\). This topic provides information about components installed with Universal Request in Service Operations Workspace.

**Parent Topic:**[Managing IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/managing-services-operations-in-organization.md)

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