Primary Ticket field on Universal Request

[Community Alums]

Hello,

I am working on universal request application and want to know few things. When the primary ticket(incident) is been transferred to different department the primary ticket field on Universal request will get cleared and few work notes are been added to incident and UR. Can someone please let me know where was the code to clear the primary ticket and code for adding notes I want to make few changes to the code.

Thanks,

Prudhvi 

[mr chars]

Hi There,

Were you able to find the code? I am struggling finding the code as well. 

[Prinssi]

Most of the Universal Request code can be found in Script Includes.  However, much of it is restricted by ServiceNow, so it is possible that the code you are seeking to adjust is inaccessible.

What specifically about the out-of-box functionality are you seeking to change?  Are you able to adjust the mappings to accomplish your requirements?

[velvet]

In the Transfer Configuration