CSM Case Handoff / Transfer – Looking for OOTB Options

[Vinicius Luz1]

Hi Community,

I’m working with CSM cases and exploring how to handle case handoffs between assignment groups more effectively.

The business requirement is: when the assignment group changes, we want an intermediary form or pop-up to capture structured handover information (e.g., transfer reason, steps taken, triage notes) so the next team has all the needed context.

Question:

Does ServiceNow CSM have any OOTB functionality that can handle this? (something similar to Salesforce’s handover templates). Are Playbooks or Guided Decisions things that can be used?

If not, I’m planning to build a solution with a UI Action + Modal that prompts for handover info and then writes it to Work Notes.

Any guidance on existing features (like Assignment Workbench, Workspace actions, etc.) or best practices would be much appreciated!

[Ankur Bawiskar · Accepted solution]

@Vinicius Luz1 

There is nothing OOTB for Case Handover in CSM.

You will have to build your custom logic.

1) Create UI action for handover with g_modal API in workspace client script

2) in that modal ask user to select the new Group

3) have input field to enter handover notes

4) once modal is submitted add this to work notes of the case

some reference help below

How to use UI Actions in Workspaces 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Vinicius Luz1]

Would you say this approach would be of any harm for upgrades or present any future Technical Debt? 

[Ankur Bawiskar]

@Vinicius Luz1 

definitely since it's custom it will require maintenance during upgrade and needs to be tested.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Mark Manders]

If you are already using playbooks, you could add activities for this in there. If you are not, I wouldn't use playbooks, just for this one action. Your own ui action/modal would be a good way to handle this in a structured way. Use the modal to gather the information and put it in the work notes of the Case.

Guided decisions won't help here, because you aren't guiding the decision. The decision has already been made, you just need to provide the necessary information. 

I have worked with a company that just used fields on the form for this (they started on Berlin and had a lot of customizations). There was a form section with these fields that became visible when the assignment group changed and mandatory of course. The issue we had was that another change of assignment group didn't trigger anything for the previous assignee to update the fields (they were already filled). Your modal, updating work notes will be a perfect solution (especially because you force several pieces of information to be filled).

Do check on your conditions. It is very annoying if the Servicedesk moves a ticket to group a, which should have been b and A has to fill in everything. It is depending on your process how to resolve that.