how to transfer legal request from one department to other department

[Tahir Ahmed]

I have a requirement where I have to transfer a legal request from one department (practice area) to another department (practice area).

I am able to transfer request from one department to another but request turns in a Matter, that's not my objective. when a request is transferred, I want it to go to another department as a request not matter. 

can anyone help me out?

[Ravi Chandra_K · Accepted solution]

is your Instance in Utah version @Tahir Ahmed 

the approach you are asking is only possible in Utah version.

Please hit the thumb and Mark as correct based on Impact!!

Kind Regards,

Ravi Chandra

[Gaurav Diwanji · Accepted solution]

Please see screenshots from Out-of-the-box behavior (as a legal fulfiller persona or an admin persona).

If you are not seeing the same behavior in your instance, please proceed to create a support case to debug the behavior.

[Tahir Ahmed]

No, there is no option of transfer under three dots, I think I have Tokyo release maybe that's the reason I don't see this button? let me update my instance to the Utah release if still I don't see a transfer option I'll open a support case.

[Ravi Chandra_K]

Hello @Tahir Ahmed 

make sure you have the role required for transfer: sn_lg_ops.legal_fulfiller

refer the below doc:

https://docs.servicenow.com/bundle/tokyo-employee-service-management/page/product/legal-request-mana...

Please hit the thumb and Mark as correct based on Impact!!

Kind Regards,

Ravi Chandra

[Tahir Ahmed]

I have tried this approach, a legal request converts into a matter when transferred from one department to another, and also this is a different approach, to achieve what I intend to do I need to open a universal request ticket and then I can transfer it to a legal request. this kills the purpose.

I have a simple requirement that I must be able to transfer a legal request if that request is mistakenly assigned to the irrelevant department, yet I am facing a hard time figuring it out.

[Ravi Chandra_K · Accepted solution]

is your Instance in Utah version @Tahir Ahmed 

the approach you are asking is only possible in Utah version.

Please hit the thumb and Mark as correct based on Impact!!

Kind Regards,

Ravi Chandra