---
title: Universal Request release notes
description: The ServiceNow Universal Request application enables agents to resolve cases seamlessly across the enterprise to provide a better employee experience. Universal Request was enhanced and updated in the Australia release.The ServiceNow Universal Request application enables agents to resolve cases seamlessly across the enterprise to provide a better employee experience. Universal Request was enhanced and updated in the Australia release.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/release-notes/ur-rn.html
release: australia
topic_type: topic
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [HR Service Delivery release notes, Employee Service Management release notes, Features and changes by product, Release notes for upgrading from Zurich, Learn about the Australia release, Australia release notes]
---

# Universal Request release notes

The ServiceNow® Universal Request application enables agents to resolve cases seamlessly across the enterprise to provide a better employee experience. Universal Request was enhanced and updated in the Australia release.

## About Universal Request

-   Enable employees raise tickets for hard-to-find catalog services or issues requiring interdepartmental collaboration using the Agentic AI flow for departmental ticket creation.
-   Resolve universal requests efficiently by enabling effective communication among agents from different departments.

See [Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/ur-landing-limitedaccess.md) for more information.

## Activation and other requirements

-   **Activation information**

    Universal Request is available with activation of the Universal Request plugin \(com.snc.universal\_request\). For details, see [Activate Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/activate-ur-plugin.md).


**Parent Topic:**[HR Service Delivery release notes](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/release-notes/hr-service-delivery-landing.md)

## Australia

The ServiceNow® Universal Request application enables agents to resolve cases seamlessly across the enterprise to provide a better employee experience. Universal Request was enhanced and updated in the Australia release.

### What's new

-   **[Inter-department communication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/ur-create-universal-request-record.md)**

    Improve inter-departmental communication by enabling agents to effectively collaborate on associated tickets using the **Sidebar discussions** and **Discuss** options. Control agent participation through restricted lists and apply access permissions consistently across associated tickets.

-   **[Universal Request Router agentic workflow](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/employee-service-management/agentic-flow-ur.md)**

    Enable employees to request help with services that are hard to locate in the catalog listing or need support from multiple departments.