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Configure mappings › Configure service to use Universal Request › Setting up and configuring Universal Request › Universal Request › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Map UR fields with target table fields

Define the fields that you want to map between the universal request and the target table fields that you already configured. This configuration enables you to copy the values of mapped fields from the universal request to the new ticket, and vice versa.

Before you begin

Role required: ur_admin

To map automatically the fields, select Map fields automatically related link. This action maps all fields that are common between UR and the service ticket and vice versa.

Note: Field mappings will take precedence over transfer template configuration, if you’ve already defined them.

Procedure

  1. Navigate to All > Universal Request > Administration > Mapping Configuration.

  2. Open the configuration for which you want to map the fields.

Mapping typeDescription and action
Direct transfer mappings

Map the fields to create service level tickets when a ticket is transferred from one department to another.On the Transfer Mappings tab,

  1. Select New.
  2. Select the Source field of the universal request.
  3. Select the Target field that you want to map with the service ticket.
  4. Select Submit.
Associated ticket mappings

Map the fields to create an associated ticket for universal request.On the Associated ticket Mappings tab,

  1. Select New.
  2. Select the Source field of the universal request.
  3. Select the Target field that you want to map with the service ticket.
  4. Select Submit.
Create UR mappings

Map the fields to create automatically a universal request when a request is raised from any of the available channels.

Note: Before you perform this step, ensure that you’ve created a new Before insert business rule to call the respective API. For more information, see Create a business rule to automatically create universal request.

On the Create UR Mappings tab,

  1. Select New.
  2. Select the Source field of the service table.
  3. Select the Target field that you want to map with the universal request.
  4. Select Submit.
**Note:** The **Type** field indicates the type field mapping selected, such as Transfer, Associated Ticket, or Create UR.
  1. Select Update.

Parent Topic:Configure mappings