Universal Request transfer department "I'm not sure"

[abrahams]

Would anyone know what is suppose to happen in the Universal Request functionality when choosing the department option "I'm not sure" on a transfer?

For us the it does nothing but has the system sit and spin.

[MattSN]

I had the same issue. I noticed that the browser console indicated that it was trying to send a message to https://instancename.service-now.com/api/sn_uni_req/ur/routePrimaryTicket which was responding with 400 Bad Request. It was caused by not loading the "Demo Data" with the plugin which includes adding a universal_request_service_set record.

Cause:
Instance is missing a Universal Request Service Set record with the value "Universal Set = True" in the universal_request_service_set table.

Fix:
Open universal_request_service_set table
Create a new record
Name: Universal Request
Universal Set: True

[Prinssi]

Hi @abrahams,

Per the docs: 

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When a UR is transferred by a department agent, and the agent is unsure of the department to transfer the request to, the agent can select I’m not sure in the department field. In this case, the UR is routed to the Service Set that is marked as the Universal Set.

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If you have not configured one of your Service Sets as the Universal Set, this may cause the issue you are experiencing.

Here's the docs page on creating Service Sets: https://www.servicenow.com/docs/csh?topicname=ur-create-service-set.html&version=latest 

[JStockel]

I've set up the Universal Set service set... But nothing happens when it's clicked. It's just going back to a Universal Request without a primary ticket... Is that the expected outcome? Any idea on how to remove this option?