uh good morning good evening good afternoon wherever you are uh welcome to the session on universal request we will be doing a walkthrough of the features use cases and I will also give you a quick uh demo or a quick walkthrough of the some of the main or the most of some of the most important configuration that we have for you are uh before I get started a few housekeeping stuff so say far but notice we'll have some forward-looking statement so yeah that is for this now this is um um what do you call you will see a link being shared shortly uh you can use that link to um you know really keep track of the webinar that are being shared out here so please keep out uh keep a look out on the chat for the link there uh a couple of housekeeping stuff so we will have you can have um your question posted uh using the Q a feature please try to keep the questions on the Q a if you have any questions on the Q a box itself so that will help us to kind of differentiate and answer the questions uh please refrain try and refrain from using the chats because I think it'll get mixed in the conversation that uh we are having there um and then once the webinar is done it will be recorded and it will be shared on the service community so you can refer to this later on once the webinar is over as well and at the end of the webinar we would want to know how we did so there will be a short survey that will be sent out please please uh make sure like take your time to kind of give that feedback to us that will help us improve for the future sessions right so with this I will deep dive now into Ur So starting with the agenda so we start off with the intro and and the wise as to why did we kind of Envision this product and what problem is it solving um I'll give you a quick overview of what the features are and what are the use case that it primarily solves right a quick touch upon uh touch up on the licensing aspect of it uh what is it that you need for you are to be available with your subscriptions uh design consideration these are mainly for um customers where you are looking to evaluate you are is a good fit or not so this design cancellations will help you make that make those uh decisions uh or roadmap passed and the current roadmap that we have for you are and then there are a few questions that we have I probably will not be able to go through the entire uh all the FAQs but I will touch upon the few important ones and you can refer the slide later on for questions that we have usually encountered when we have talked to customers of our University request and then finally um we have a demo and the demo is going to be mostly around the configuration so I will give you a quick walk through about the configuration service and what it feels like to do it right and also I will call out there are some pre-recorded demos that we have available that kind of gives you the end-to-end um what you call coverage of what Universal request can do these are also available on YouTube and the community sites that we have for their service now so we can refer those as well moving on um so let's start with what and why did we start Envision uh universities right so I think let me start with an example like I think it has happened for most of us whereby we wanted to request for something you go to portal or you go to your phone app and you realize that you are not able to find the right item right we probably end up creating a request in the wrong um department or in the wrong catalog and what happens is that the agent comes back and says hey sorry this is not the right department for you and I'm closing on it I'm closing the request you need to use a separate request for a different department now the agent doesn't really want to be reviewed but the problem here is even let's just like they employ the agent also does not have a good way to really try out the treatment that as the right department so what this leads to is for the employee to really um the employee does not really have a good way to now raise the request because he doesn't know where to go right it kind of becomes a dead end for them because uh there is no right way to kind of raise this request so you know the employees are really confused so what should I do whom should I raise this request to right so to solve this problem uh with universal request what we have done is that these are any for customers who are really looking to make the transition to Enterprise service management or Global Business Services right there needs to be a cohesive way of resolving requests when transparent employees are asking questions uh how do you kind of resolve the request Without Really asking the employees to go back and figure out what the right department is for this right so we want a happy ecosystem where everyone exists and they are able to talk to each other uh really right without the requests to the right Department without really having to go back and forth or close the request for them to really figure out how do I resist request in the right Department right so in the idea here is to provide a seamless experience for the employees where they don't have to really uh go through the pain of figuring out what the request is or figuring out who the right department is and even for the agents uh we want to give them away or Empower them to really uh collaborate and really Drive productivity and efficiency in the in the kind in the request that they are solving right so that's what Universal liquids are supposed to is supposed to be doing right um now summarizing the problem statement we have three personas that we're talking about here we have the employees who are probably the direct uh who are the beneficiaries of this because they don't know whether where to go they don't have a good way to raise the request experiences vary like if you have an ID ticket versus you have an HR ticket the experience is going to be different right and if they if you close the HR ticket for some reason the IIT ticket will have no context of what happened in the previous request because they'll have to start from the beginning right for the agents definitely there is no way right now to they can collaborate like it and HR probably cannot collaborate because there's no easy way to do it they can do it offline but there is no way within the system you can open a ticket and do that right uh for the GPS owners and these are owners who are probably looking at the process overall right so they they definitely need a bird's eye view of what's going on what's the SLA like right our uh the cross are the Departments kind of working closely to together are they having the right kind of tools to really collaborate with each other because if they if you don't have anything like that the GPS owner will also have not no visibility as to how the process is going right so with this problem statement in mind what does Universal requests solve right the first person as we talked about is employee now with universal request what we have done is we have given a single way for them to raise a request right they can use that Universal help feature to raise the request and they raise it only once and they can raise the request in their natural language Without Really figuring out where and which the which department is the right department for it right in the process we have also shipped a new page which is called the standard ticket page where every request is going to look the same now it will not be different across different departments irrespective of which department the ticket is being handled by the interface is going to be the same right also given I said that the request may not be closed it can easily be transferred because Universal request enables that employees will only have to ask for help once right once they have asked the help it will be taken care of in the back end to make sure that it goes to the right department and it gets resolved Without Really the employee have to be having to go through that pain and finally there is security built into Universal request which can actually mask or make sure that your sensitive requests especially from the HR side or Finance or legal are taken care of you have a way to mask those GPS you have a way to protect those tickets uh and enable only those people or the only only those agents who have the right to access this those kind of tickets right now for the agent uh with universal request it is definitely it is looking to promote collaboration because now you have a cross-departmental tasks that can be resolved by agents just simply transferring the ticket to the right department and they can continue on the work that the previous department has done right that's one the second thing is the context is always there because Universal request once opens has the entire life cycle irrespective of whether it has been transferred or not transferred the context is always there within Universal request so if you have for example uh um HR did some work and they realized that legal needs to do some work they can transfer the ticket to legal and the entire context that HR has given HR chooses to share this context the context is always available and there they are now able to see that those and take those context into into consideration when they resolve the request without really having to ask the employee again routing in terms of there is a now with and we have ML and MLB models built into uh Universal requests which can take off pair of routing so if you have enough data to train the models it will automatically take care of routing the request to the right Department without a really a physical agent having to do that on a day-to-day basis and finally there is more accountability as I said accountability uh when you are when when you have a request that is jumping from one Department to the other department it is very important to make sure that you are tracking the SLS because right now if you really look at it if a ticket gets open in HR and HR after two days says okay I'm closing it right so HR probably has met their SLA but they closed the request and now it goes to IIT and I probably it took another two days to do it so overall if you relocated there was four days spent on it but from the employee perspective right from but from the agent perspective or from the Department perspective that context was not there so that context can be now be achieved or provided using Universal request because you have that end-to-end SLA being tracked until the request is being closed for the employees okay now this is a very very common questions and this is the reason why it is one of the earlier slides like how is you are different from interactions I think this is a question that we have probably received in every customer call that we have done so far so Universal request and interaction records are very different items right now interaction records as we all understand right now is the moment in time record whereby if an employee is calling the help desk uh agent is trying to understand what the request is they take down the request in an interaction record and until they create their and once they create the request interaction because does not exist right on the other hand Universal request is actually a task right so it is actually inheriting the task table and it is actually a task where which the employees can see and track right which is not possible using interaction records because interaction records are never exposed to the employees right that's um that's the first thing second thing is you can definitely do reporting as I said in the previous there is SLA tracking that is supporting you can do do all of those things with universal requests whereas we cannot do the uh this you cannot achieve the same with interaction request right and one of the biggest thing that Universal request enables is is transfers right so you can now transfer tickets from one Department to another department without really losing the context of the uh entire flow of the request right which is not possible using an interaction record interaction because as I said it's a momentum time record it's a temporary thing which is used to hold information until the point uh our actual request is getting created right so that's definitely one of the top questions and I'm pretty sure some of you might already have had that question so this is the reason we have this right up uh in the beginning so now moving on uh where does Universal request and how can uh what are the use cases that Universal request kind of solves for right right now we have you must have been saying these terms called unstructured unstructured request now the way we have defined unstructured and structured is say any employee who raises a general inquiry which definitely does not have any workflow attached to it right it's a general request where you don't know what to do with it those are unstructured right requests coming in in the form of emails or employees using a general inquiry forms to kind of create those requests those are requests which are unstructured on the other hand your record produces catalog item these are structured requests because you have a workflow you have a fulfillment logic attached to it which will take care of resolving the request and will write guide it to the right place right and what we have understood from our previous conversations and reviews on the research that we have done beginning of this project is that a lot of requests comes into unstructured channels or unstructured ways right which needs to be tried just manually and then routed to the right department and that is when you notice this department this ticket is being closed and the employer is being asked to refile the request in the right Department right so let's go start with scenario one we have an unstructured request that is coming in and it can be in the form of a general inquiry or in the form of an email that the employee is looking saying that saying for example the employer is saying I am not getting what I'm looking for say employer has some issues with payroll and the employer is not able to figure out which the right catalog item is right now one what we can do with universal request is there is a general form now or a generic form now called request help which is available out of the box we have configured that to show up at the bottom of the search page so if the employer does not really get the right item that they're looking for they can use the request help button to kind of create a request this form has just two Fields the short description and the description so they can just type in whatever their request is and submit the problem right once they have submitted the problem and if you really notice in this process there is no Department selection or there is no catalog selection required employee simply filing a request without really having to worry about where should it be routing to once the request has been submitted there will be a charging or a layer which is the tire one layer where either if you are using um machine learning then machine learning can take care of routing into the right department but if you're not using machine learning you can have your tire when agents take a look at it understand who this request is intended for and for and then submit the required and then route to the right Department right so if for example employee says I have issues with web payroll which is in most cases a finance or a HR request so the rising agent can now route it to the uh hrk HR department HR case will get created and get associated with the UR right but the employee will always be seeing the Ur So the for the employee the view is always you are irrespective of whether it's an ID ticket or HR ticket at the back end the view for the employee is always that you are they always say the universal request and that's the reason irrespective of where you transfer the request nothing changes for the employee right and once it goes there HR HR agent can look at it and if for some reason they realize okay this is not my request it is a finance request they can transfer it to the finance department and they can take care of it again in this process nothing changes for the employee the employee is still seeing the university request and seeing the ticket progress right that's the first use case the other use case is you already have existing catalog items and record producers and you want you you probably notice that most of some of the product record producers are getting misused or they are not used the right way to create the right request so you can actually configure Universal request to create um for those record producers to create a universal request the moment they're submitted right so there is this configurations on the record producers uh screen where you can go and enable Universal requests for it once you do that every record producer that gets submitted or the record produce that you've selected once it gets submitted uh you Universal request gets attached to it the employee gets to see the universal request for you it's still the same HR request or they for the agents it is still the HIV Quest that they are asked for right so these are the two ways you can create Universal requests using a structured or you can configure them for structure requests as well as for unstructured requests in the process you don't need to create any new record producer or catalog items you submitted all your existing catalog items and record producers will submit uh will support creation of universal request just by enabling that configuration okay I think that's a lot to digest I'll just pause for a moment and let that sink in I know there are questions probably coming in the Q a session so I have uh srinivas who's looking to answer those and I'll take a look at those once I'm done with the presentation as well okay so that's the so in in summary um this is what Ur is right so right now with out of the box with you what you get Integrations with itsm incidents you get his integration with ritm and there is itbm idea integration as well so out of the box this is all enabled all configurations are present so the moment to enable you are you can enable Ur for any of the uh item that I talked about on the technology workflows for employee workflows HS Service delivery of course is there the integration exists out of the box with configurations wsd is also there workplace Service delivery Legal Service delivery went out with it as well procurement and other suits also so now other than this if you have custom maps right that you have built using App engine or the platform you can onboard them as well for Universal requests there is nothing that is stopping us from doing that so if you have other apps or other departments that you want to integrate with you are that can be done uh using the guided setup that we have provided for you all something that I'll quickly walk you through at the end of the demo end of the session um we have a guided list of steps that you need to follow to kind of uh on board any any app that you have custom built as well from for your for your organ organization okay coming on to licensing we have two modules or two skus for Universal request one is the pros queue and one is a standard SKU now there is no separate licensing fee uh required for Universal request it comes standard with your existing license so if you have Universal if you have your itsm pro or your HR Pro or you have its standard HR standard you can get Universal requests along with it so the entertainment is defined by your existing entitlement that you have for any of the skills that you have already purchased right so there is no separate uh fee that you have to pay for um using Universal request it comes with your existing packages that you have foreign concentration this is something that I talked about in the beginning right so what is it that you need to keep in mind as you look to implement Universal request right so I think the first thing that you see is whenever whenever the employer the universal request gets submitted it comes to a routing layer right where the Taiwan agents have to sit and figure out where the department ticket has to go into so you'll probably need to identify what that structure is going to look like who are the people who should be part of it should you have uh participations from the different departments uh Taiwan Department Agents from different departments or is it one group that is doing routing for all the different departments right so that's one um SLS right as I said uh if you are not into the GPS or the ASM kind of model you probably do not have the you will not have the Persona which is actually doing um the end-to-end reporting on end-to-end um SLA reporting or end-to-end process ownership right so you're willing to figure out who is that person who's going to really take uh the ownership of the SLA or the end-to-end process and what should be the visibility for such kind of a person right so that is something that has to be taken care of uh service now for each request you have service right now do you want the service to be sent out per request or do you want to send one request as part of universal request only right do you need to attach the service Universal requests or would it still continue with your existing uh Department uh tickets that you have that's something that also to be that has to be kept in mind as well and then finally there's a security aspect which I think is very critical especially if you're having HR and legal kind of apps on board Into You Are right so we have this something called this sensitive users when I say sensitive users it's basically a group of users who have access to requests which are sensitive in virgin right so if somebody has a payroll inquiry or somebody has a inquiry around you know benefits which is very very much personal right so how would you who would you want those requests to be doubted to right do you want a specific group of people who should be routed to right so that is something that has to be figured out if you already have a group that is attending to those kind of requests probably routed to them uh or if you want to create a new one that's something that we need to figure out as you look to implement you are for your organization foreign okay now talking of universal request there is a sister app you can say which is called Universal tag this is a store app that we have designed uh it has no direct link with you or you Universal request but you can see the tasks so name is universal task the reason we are calling it Universal task is that this is a task type that we have tasks we have created which is similar or on the lines of what we see for HR tasks right so if I those who have of you have HR entitlement you have seen um HR tasks being used to task employees and this tasks that are different types right you have the document submission tasks you have checklist tasks you have submit catalog item tasks right now we have designed Universal tasks keeping in mind the channel population of saying that okay HR task only works with HR with universal task what we have done is that now it is we have enabled tasking to be done by anyone now so if you have say for example you are in Hit or you are in um Finance or legal apps right so you want a way to task your employees you don't really need to create one anymore you can directly tie Universal tasks to the exit to the Departments or the pus that you need tasking for and it will start working just the way HR task does right so you can now submit if you really look at the screenshot here there are five different tasks that we have shipped out of the box right so these are the task types that you can assign to the employees and they can complete the task and that can help you know figure out or close the uh request that the employee has created so this is a feature that is available on the store and you can try it out to do tasking for employees right now it supports a new employee tasking right now okay coming to the road map so um I think Universal requires the first release we had we actually it was we had the Paris release as well now but the Paris list was a limited access release because it was more of a beta product that we wanted to take out for a test drive with a few limited set of customers cubic is when we started actually to um we made it GA basically right and it went GA with incident and HR cases and then workplace Services kind of came up uh with Integrations during that release right um and then Universal task was as I said was a store app and it came in March 2021 right so that's the starting of you uh you know um for the um of the roadmap for Universal request uh through the release we have added more Integrations like in their own release the one of the notable Integrations that we added was the ritm integration another request but RIT Integrations with universal request right San Diego we took a pause to understand what the feedback is that we are getting given that we have two releases old so we kind of focus on the feedbacks and also worked on a few uh UI improvements on the platform side to make sure that everything is as per the standard Tokyo again we took uh uh like leap again and we kind of addressed two main asks one was the only Channel Ur creation whereby uh we had requests where customers are saying okay I want to enable Ur for everything that gets created on my system right so be it I T be it HR bit um CSM or whatever it is we need to enable you are for every channel that the employees create a request for so that's something that we enabled or provided away using the omnichannel evacuation uh feature in Tokyo and then multi ticket handling is something that has been asked for uh for Ur whereby the question was more around can we process two requests parallely at the same time right so that was definitely not how you are a design for but we kind of added a support whereby you can associate a request to ur right and that ticket can show up in your reporting so if you have HR work on a request and you realize that Finance also needs to do some work so the finance ticket can be Associated to the UR although it will not directly uh visible on the state or it will not be directly showing up for the employee but in terms of reporting you can do that right so that's the other feature that we had created and uh it added as part of the turkey release okay moving on um these are the frequently asked questions this that we get from customers and I think the first question is similar straightforward I think something that I have already talked about so far um okay so the next one I think this one is I am as I said uh Universal request is kind of um it helps customers and employees to raise a request which can be very simple or very similar to what you have for channeling General requests right so again the question that we get is that if you have a general request then um then do they would they not benefit from you all right so that definitely is a no because yes you still benefit from you are because with the general request you have no way to transfer the request right there is no way to figure out uh where can you transfer to a certain different department or not with you are that that give it gives you that power to do right right so that's where you uh what still want to use you are and even for existing General inquiry requests also you don't need to create a separate record producer again you can just enable that General request uh request producer to create Universal requests and it will give you the same capability in terms of transferring charging and all this stuff that kind of stuff right so definitely you can use General requests and Ur can exit side by side in fact Universal requests complete compliments the Eternal request that you have already there in the uh in your system uh the channels are supported as I said uh it right now the way we have made it work is that you can create a UI through service portal you can create it using a virtual agent so we have out of the box topics which can create Ur and now mobile app also can supports Universal recovers right so the idea is that um even even URS can be created by agents on the native UI or on the platform UI that you'd see but the recommendation is that from our end is that you agents should none should not be creating where you are right they should probably always be creating a department tickets because that's the kind of that's where the knowledge decides so if an agent is creating a request the agent probably would be knowing as to which department this request should be going into so that's a general guidance we have saying that you do not really uh create ages do not really create Universal requests in the back end but it's still but it still it remains in the front end where the employees can use it to pay the request right and I think in Tokyo um as I said um the moment you with with the Tokyo release we kind of implemented the Omni Channel you are creation so the moment you insert a request into a table you have the facility or flexibility to create a UR for the request so basically any request that gets generated for a particular table that you are creating uh requests for it can create a UR for everything that that goes into that table so that visibility exists if you want to enable it across um across different tables and across different uh Channels with employees creating requests for um again this is very similar to what I've talked about so I think you can um probably when the deck is shared out you can take a look at this uh this is very important so University requires any sensitive information right so as I said I think I touched upon this in the beginning what happens when's employee puts in something sensitive or something that is pii and something that should only be probably seen by a particular Department which in this case mostly is the HR department or the legal department right you do not want that to be viewed by everyone or all the prizing agents who are projecting you are right so we have a way to solve that there are three different ways that you can do that so one way is that employee one employee is submitting the request if the employee knows that there is sensitive information in this request they can click on the check box which says I have sensitive information in this request and once they check this their ticket will get restricted right and as I said in the design consideration slide that there if there is a group you have to you need to have a group which is kind of entitled to see this request so that ticket will only be visible to those that group right now the ticket number as such will be revisible to others but they will not be able to see four things within the request right so one is they will not be able to see the comments they will not be able to see the short description in the description and any attachment that the employee has requested so we are basically hiding out all our masking out all the information that all the uh things that can actually identify the employee so we are kind of making sure that all that the ticket is visible but the important records that needs to be hidden stays hidden right and this the uh this agent this agent can now make sure that it gets right into the router to the right department now if if for for some reason the employee has not selected the request sensitive uh flag the once the request comes into the back and there is a way to restrict it like agents can simply look at the request and say and they realize that this is a sensitive request they can mark the request sensitive by clicking on the rest button that is available on the universal request ticket page right that's the second one and then the third one is basically where we are you are now um you can Mark a service so for example for some reason if you have uh employee relations request that is part of universal request so any request that creates created is as employed relations will automatically get marked as sensitive so that provision is also there right so these are the three ways that you can actually see how and uh how Universal requests can be uh restricted now who can see a universal request uh on when when it has been restricted as I said the first is the sensitive info uh agents who have the sensitive info role they can see it the second one is the um assign 2 right so for example once the UR has was created it was sensitive and it got transferred to HR right once it got transferred to HR there was a particular assignment group that was assigned to the HR ticket so that group will be able to see the UR no one else will be able to see the UR other than that assignment group and this agent repent of recreated and sensitive agent has access to it right um and then finally um and also I think the other thing is um if the primary ticket uh if you transfer the primary ticket also they and you and the sensitive flag stays the same restrictions will keep getting applied as the request moves from one Department to the other where it will be restricted by the sensitive info role and the assignment group uh that has been uh associated with the primary ticket for the for the UR right so we have made sure that there is there is enough protection to protect the pii or sensitive information that you have as part of the request okay um I think yes um for customers who have adopted unified portal so I think um there is no direct relation as such between Ur and infer but I think unified portal plays a big role in enabling UI right so with unified portal now you have a hrit all coming together right now With Ur we are just doing the same right where you are saying an employee can raise an HR request and I can transfer it to ID right now with With Ur what with the unified portal now the employee also it kind of solves the problem for the employee because employee does not need to go to different uh portals to see what the request is right they can still be on the same portal and see the request without really having to move across so unified portal complements you are in a way that it kind of enhances the single ticket experience that we talked about or we kind of envisioned With Ur right so um if you have or if you have plans or you already have it I think it's it's a very good fit and they go very well together you are an unified portal can Universal request uh indicate with CSM yes as I said there is no uh restriction in terms of how which apps can be um popular uh integrated with you are um and if you want to really extend it to external customers also that can also be done but again the front ticket will also be always be the CSM ticket and Ur could be the sibling of the of the case that was created by the customer to really make sure that routing happens across departments so yes you can um you can do it but I think in terms of Integrations you probably would want to evaluate which kind of use cases that you would want to integrate for CSM because csmx supports both internal and external use cases Ur was primarily designed to make sure that it is catering to the internal audience um yes though I think this was a top asked once we went live with you you are is the request uh item integration With Ur right so we did not directly integrate with requests but we integrated with request items which is the ritms right and the reason for that is ur can process only one request at a time or can have only one active ticket at a time so with request that was a bit tricky because uh requests can have multiple ritms uh folded under date right so that will not be a right representation of how the different states that those requests are going through that's the reason we have our item integration with uh UI right so if you have any catalog item that is creating an uh ritm that can get directly associated with the UR and again as usual you can see all the stages all the steps that are being followed and employee can track for it now it is quite possible that you want to transfer that for some reason if that that uh catalog item or the ritm needs to be transferred we have that facility as well to transfer it to the right catalog got the right department for the employees to remain the same and one of the top reasons why we did it was that we realized that a lot of customers had this question in terms of hey I see a lot of catalog items being misused or not being used the right way because of which we get requests being sent as ritms which are not to the right not the right place for raising this request right so they needed a way to close those or transfer those requests as well that's where the item integration comes into picture um so I think one of some of the considerations that we have when you think about Ur is the multi-ticket tracking as I said at Universal request at any point of time try only supports one ticket right so you can only one HR case or one incident type to it and it will track the state changes for only that request so multiple tickets will not be uh cannot be Associated to ur right and once the uh request has moved on like from uh if you have transferred from HR to it you cannot get back the same HR request if the ID versus transferred back to HR right so it'll be a creation of a new HR ticket right so once the state has changed or the state has moved on the existing request will get close and there is no provision to kind of add the existing HR cases to your to the UR because that impacts overall State change mapping that we have for you all right um although you can associate as I said in Tokyo we release that feature of saving multiple tickets to ur um uh and you can do that using the necessary ticket feature that we have for you uh you are automation of primary tickets yes you can do that so you can suggest or which is the right department for the cricket and you also can configure you are to make sure that it creates the right Department ticket so for example if an employer has created request saying that I need more information around benefits so you for sure know that this is an HR request and the ml uh model that we have can also predict which is the right service for this right so giving getting keeping these two considerations uh these two information in mind we have the facility to enable you are to create the department ticket as well so once the request gets submitted without any charging agent URL can automatically figure out which which is the right department for this and then create the request so in this case it can create the HR request and the ticket will get associated with the uh with the UR and you know the hiring you can straight away start working on it so that is definitely possible using the uh ml models that we have um I think primary I think this is another question that we get very frequently is what is the number of Records you need I think there's a minimum of 10 000 requests you will need to have to train the models so that you have the optimized way of creating the primary ticket uh for um for um ml models to kind of directly predict and create the right request um I think yeah this is just something that I just talked about it uh catalog again as I said it does not support multiple so if you have um order guides or if you have a requests which are creating multiple ritms those kind of requests cannot be Associated to you are it has to be only one request at a time there can be Associated UI right um so that's something there's another thing to kind of keep in mind uh include integration as I said it has Integrations with ID incidents hrks workplace Services delivery Legal Service delivery very recently came out with their Integrations as well itbm has it with their um what you call the idea uh kind of request those kind of requests are also available uh Integrations are also available out of the box and when I say out of the box it's basically all configurations are available so if you're okay with the configurations you can simply go and start using Ur for this these uh departments data model I'll not really go into this but if anyone is interested please feel free to refer the slide as to what does data model look like how is it structured but again as I said it extends the task table so it is similar to any other data tasks table extent task extended tables that you have um plugins as I said we have a one one code plugin and then we have the universal request Pro plugin which is for things around virtual agent AWA and predictive intelligence there is a separate plugin for Universal task this is a stored plugin and you can get it from store uh if you need the Incident Management integration for Ur that is also available as a separate plugin called instant management Universal request again as you said as you see licensing and packaging it's pretty much standard there is no separate purchases that you need to do for this right now there are some as I said in the beginning there are some other um videos that we have recorded and Academy sessions that we have done our Universal requests which kind of takes you through a very detailed walkthrough of um what how you create a request how does it get Associated to a prime to a what you call Department ticket what are the different configurations that you do it uh how to configure you are we had a very detailed session as well another part of the academy sessions that we did I think sometime back so please feel free to refer to this uh resources I think they can give you much more deeper idea in terms of how Universal liquid is working out what are the flows that it can go through and you can visually see and kind of Envision how it would fit in as you kind of start looking for uh implementing this into for your organization so before questions I think I will do a quick uh walkthrough of some of the configurations that we have for Universal request right so if really go into a portal you will see the slide the um menu here from the menu if you really look at it Universal Liquors Administration there are two things that I would want to focus your attention on one is the cadet setup for Ur and then we have the guided setup for services right now guidance setup for Ur is basically you are setting up the base Ur modules to make sure that everything is working fine right so something like assigning roles creating user groups what are the different states so Universal request has its own States right it has the in progress it has the uh um what you call closed canceled all the states are available with universal requests so if you want to if you want to see those configure those that is possible for this right what are the different priorities that you can say for Universal request slas all this kind of stuff is very core to Universal requests so those are settings that you do it using the university Quest um credit feature get it set up for your and then we have something called the guided setup for services so this is actually going to be um very important as you look on board your different departments into Universal request right so there are say for example you want to um onboard a custom build app like say for example procurement right so you want to build that onboard that app into into Universal request if you really follow these steps you will be able to do it now it looks a lot but it's pretty straightforward where you just need to add tables add configuration groups at the state mappings and other things right so you can do it just follow these steps and you should be done with onboarding the uh onboarding any Department that you have right and in looking at the existing configurations also you can get an idea of how things can be used right now from this configuration there are a few ones that I want to focus your attention on one is the um transfer State configurations like what are the different transfer steps that you can have as tickets get started from one Department to another department right you can access those from the admin module here as well right so there are mapping configuration transfer configurations and there is State mapping so let me go to state mapping first right now you must be thinking as to how things would work out if you have Universal requests which are these own set of states and then you have um HR cases with his own set of states right that is the mapping that we are allowing here using this so for example if I really go and say I take hrk so I'll open one of them maybe right so if I open this is an Ali case uh configuration but if I really open this you will really see that what is the condition that I need to have for the state to be mapped right so for initial life cycle cycle events case the state is closed complete in that case the universal request state is also closed right so this is the mapping so you'll have similar mappings for the different states that uh lifecycle case has or you will have different mappings for an incident in case that you have right so if I really filter by incident here you will see there are there are multiple mappings available here and this is for the different states that you have on incident right all those incident States you would want to map into one uh a universal request State that's what you do here right what this allows now is that for the employee irrespective of whether it's an incident or an HR case or anything else the states remain the same right it's always the universal request is that the employees are nothing else because the mapping has been done at the back end to make sure that those states are covered right so it also brings in that consistent experience in terms of what scales the employees are saying so this is one very important configuration that uh you you should you would be looking out for as you looked in a config Universal request as I said this configurations are available for the different Autobox integration that we have done so if you are okay with it you can straight away get started with it without really having to make any change right the next one is where you set up the configuration sites you're transferring the request say for example you have an HR request that is associated to an URL right now for some reason you realize that this HR request needs to be transferred to ID right now what happens once this request has been transferred what happens to the HR case what happens to the universal request date right what is that mapping that you will need to do right that's the configuration that you will need to do here right so if you really look to transfer and again I'll let you filter it by incident and you can see you will see that for each table foreign right so when you are transferring the case there is an option to select what kind of transfer it is is there is the agent solving the request partially and then transferring it to the next department or if the agenda is saying No this was not my request it came to me um you know it was transferred to me wrongly so I'm not transferring it to the right Department right so that in that case that agent can use transfer without resolution right and what should be the state of the ticket that is currently Associated so what should be the trade-off state of HR case when it is template so most of the ticket that gets closed you will have a you would want to add some custom uh notes as well right so for example iot tickets require uh resolution nodes or the resolution code to kind of close the request so you can use um custom um nodes that you could update right out of the box we have shift one but if you have a different one to add you can add it as part of this so that node resolved resolution node will get added to the incident or the HR case once it has been transferred from HR to it or it to HR whichever way right so those configurations you can do it here so this is the second set of configuration which is uh uh I think you would want to really look out for as you look to start implementing you are now there are other things around standard ticket page configurations again most of the things are out of box set up my request filters we have config which is available out of box to really add Universal requests as part of your my request filters to hide existing requests if it is if it is tight Universal requests all those kind of configurations were available but if you want to do some custom ones these are the ones that you will want to refer to as you'll kind of uh kind of implement you are across your organization right um yeah and I think these are new configuration that we added as part of the Tokyo release Associated computation which is the additional ticket that you want to associate with you are you can make those configurations here and the Umi Channel Universal request creation right this is the business rules that we kind of shipped out of the box for uh HR and IT so those configurations you can access it from here right to begin with I think most of the configurations are pretty straightforward if you really say create a services that you are basically um looking to so you create a you can create a new service request set right so basically based on what kind of services you're configured or which kind of departments you have created you can actually create service sets and make sure that those things are configured correctly now the other thing to keep in mind um as your configuration configuring you are is effective number now what happens is this actually directly implies uh the suppress of odd one notifications and effective numbers are actually related so what happens to your existing notifications that you have configured so HR case for example on creation has a notification sent out saying that HR case has been created right so you do not want now um to really recreate or or make sure that you do not have to modify those with those um uh notifications because you have Ur now which is taking care of this request so this actually helps to do that so there's a new effective number of field that we have introduced which you when you use it in your notifications will now automatically take care of if a UR is associated to an HR case it will send out replace the HR case number with the UR number and if there is no HR case that is it there's no Ur Associated to an HR case the HR case number will still hold right so it basically allows you to reuse your existing notifications without really having to create new ones for you all right so this is another important configuration that we want to look for now I think other than this most of the configurations I would say are straightforward I kind of walked you through this most important ones but there is a recording that I showed in the previous slide which kind of covers a very in a very detailed fashion as to what are the different configurations and how you do the different configurations for you are so please refer to that to if you have more questions but yes I will be um available now to take questions and if you have more questions that you probably are not able to answer we will be posting those questions answers for these questions in the community uh one succession is over so please feel free to check out there as well um with this I think I'm pretty much done with the presentation I can take questions if I if you have any so please feel free to put your questions on on the Q a section and uh and we can stick start uh taking a stab at it hey David G we do have a couple questions that happened in chat um one is can we use Universal request in itsm and then send the ticket over to a scoped application yes we you can do it across so you as I said if you have a ticket HR is a scope tab so if you have a ticket that is an ID and you for some reason realize that this is an HR ticket you can transfer it to HR as well so there is no restricting that sorry go ahead so go ahead yeah uh one more question we have uh do you recommend converting most of the tickets to Universal request wherever it is possible so I mount it as you would answer it online sure yeah so there is no recommendation as such I think the the question here is to be answered here is do you see those requests being getting routed pretty frequently right is there a need to kind of uh transfer the request again and again and if that is the case yes then you should Mark those requests for Universal request as you know as configure those record producers or catalog items to create Universal requests so that it helps you transfer the request without disturbing the employee experience so you can basically enable everything that is there on your catalog or report producer to create a universal request so if you see the need that way yes you can do we could do that as well what is the down that's a very interesting question um what is the downside of marketing all this year the downside I wouldn't say it's a downside but because the way I see it is if you mark everything as you are then all the employees will see is a single ticket experience which is actually a very positive upside right now the only thing you need to probably take care of is on the routing side if you do have a shared service desk which is actually taking care of all those requests right so because the request would come into uh uh what he call but default the queue and then from there it will get created right so other than record record producers which are meant to do a specific task uh those if you're marking for a UR yes it could it could it is a possibility but if you're plugging to weigh in is that what is it that we are trying to achieve out of it is it a single experience that we are looking for employable employees is always one ticket yes and I have I have uh we have seen customers who have done that as well and that's the reason as I said Omi Channel Ur creation is there so I wouldn't say there is a downside it's just a question of in terms of your organization how do you envision uh everything coming in as a UR and how would you route those requests if there are a lot of majority is coming in as General in quotes that's something that we'll probably investigate and get back to you as to why would you not see it uh I can answer that question uh so that that will be mostly because of the routing agent role so to create a you know certification directly the agent should have the routing agent role so HR agents you can give routing agent roll to those agents they can directly create the invoice of the questions right but they're saying they could do it in the native UI okay same agent yes okay okay then yeah please write the customer case for the same we can investigate it further okay we still have five minutes any more questions we do have another question in chat um is there any easy way to create an ritm from a universal request and close the universal request when the ritm is closed so I'm assuming you have a you you have a request item which is configured or a catalog item which is configured to create a UI right so if that is the case yes you could create a UR um and another itm that gets stacked to the UR and as with the state mapping that I showed just now once the UI once the request item gets closed so what happens is the moment a primary ticket gets Associated to the uh you are the the primary ticket is actually driving the state of the UR right so if you have configured saying that okay when there are primary ticket which is the ritm in this case gets closed the UR will also get closed so that will automatically be taken care of there is no manual intervention required for it okay I think um we will be sharing the slides right so I think the link is available there that's correct yeah yeah this will be posted um we did put the link to the video where it will be posted in chat as well um if you want to go look for that but uh but this will be out on our community page um the recording as well as an FAQ that will have the responses to all of your questions as well as any questions we were unable to answer today okay so I think that with this we are pretty much done um are you any closing comments we have I think the feedback will be shared out uh once we uh close the session right that's right that's right it will take us a couple days but we'll get everything posted um I would just like to thank everyone for uh joining us we had a great attendance today and great interaction we love the questions um and we appreciate the opportunity to present Universal requests to you