Editing the Universal Request Ticket Transfer Department Options

[KarolyG]

Hello,

I have run into a problem regarding Ticket Transfer under Universal Request.

When the Transfer button is clicked (on the Agent Workplace or on the ticket form) a window comes up to specify the details of the transfer request. There is a Department dropdown item listing - well, this is where I got stuck, what exactly does it list?

I need to edit this but unable to find where the options come from. To be more exact, I need to get rid of the "UR to Idea" option. If it is a list of departments, why can I not find such a department? Checking the UI, the element's id is "routing-department". But I could not find such a thing either. 

Am I missing something here? The logic? So if anyone has the experience, please give me a hint.

Thank you!

Karoly

[Shane41 · Accepted solution]

Hi KG,

This department list comes from the Service Set table (universal_request_service_set)

Remove the UR to idea record from this table should fix the issue

Hope this helps

Shane

[Srinivasa Rama1]

Hi Shane,

I have an issue where I should be able to select the HR service while transferring the ticket from IT to HR.

OOTB I an select only COE. Can you please help is there a way we can enable COE and HR Service while transferring from IT to HR department

[Srinivasa Rama1]

Hi Shane,

I have a question here. If we are transferring to HR Department can i select even the HR service as well? 

Currently it is limiting only to COE level.

Can you please help?

[KarolyG]

Hi Shane,

Absolutely, thank you very much for your help!

Karoly