Transfer a request to another department
Transfer a request to another department with or without resolution to fulfill the request.
Before you begin
Role required: itil, routing agent, sn_request_write, or sn_hr_core_case_writer
Configure the sn_uni_req.transfer_type property in the Universal Request properties page to determine how to handle the request transfers. For more information, see Universal Request properties.
The agent can transfer a request with one of the following reasons:
Transfer with resolution
The request is resolved and transferred back to UR, a specific department, or a service. Agents can select this option when another departments help is required to fulfill the request.
Transfer without resolution
The request isn’t resolved or doesn’t belong to the specific department and transferred back to UR, a specific department, or a service.
Procedure
Navigate to All > Service Catalog > Open Records > Items.
Select the request item that you want to transfer.
Click Transfer.
Note: To transfer a request, either you must be part of the assignment group or the request must have been assigned to you.
In the Transfer Ticket dialog box, fill in the details.
| Field | Description |
|---|---|
| Department | Department that you want to transfer the request to. |
| Transfer reason | Reason why you are transferring the request to the department. |
| Transfer notes | Brief description on the reason for transferring the primary ticket. These notes are read by the UR Routing agent who handles universal requests. |
| Copy additional comments and attachments | Option to copy the comments and attachments of the request while transferring. The option is automatically selected.Note: Work notes are not copied while transfer. |
- Click Transfer.
Result
The request item is transferred to the selected department. The request is transferred based on the direct transfer mappings in mapping configuration and transfer type configurations. For more information on configuring routing, see Transfer configuration.
Parent Topic:Request Management integration with Universal Request