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Universal Request in Service Operations Workspace › Managing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Use Agent assist in Service Operations Workspace

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.

Before you begin

Role required: itil, sn_uni_req.routing_agent, or admin

Procedure

  1. Navigate to All > Workspaces > Service Operations Workspace.

  2. From the navigation list, select List.

  3. From the navigation list, select Universal Request > Open.

  4. Select the universal request from the list.

  5. In Agent Assist, select the settings icon (

Image omitted: toggle-compose-setting.png
Agent Assist settings\) and select your resource from the list.
-   Similar Closed Universal Request: To display all similar Universal Requests that are closed.
-   Universal Request: To display all similar Universal Requests that are available.
-   Knowledge and Catalog: To display all related knowledge articles and catalog items.
-   Knowledge Articles: To display all related knowledge articles.
-   Catalog Items: To display all related catalog items.
-   Pinned articles: To display all related pinned articles.

Parent Topic:Universal Request in Service Operations Workspace