The universal transfer button is not coming in the universal request form

[Surya Surendran]

I have installed the universal plugin. After that, I am trying to transfer from universal form, but the transfer button is not enabled. In the agent's workspace, it is coming. How can I enable the transfer button in the uniform request form?

[Prinssi]

Hi Surya,

Are you referring to Universal Request?  If so, my organization has been using it since August of 2021, and I am happy to share any information that might be useful.

Have you completed the configuration for the transfer button?  There is some setup you need to do after installing the plugin: Configuring Universal Request (servicenow.com)

[Surya Surendran]

Hi,

Thank you for your response. Yes, I am referring to the Universal Request Doc. Yes, I have installed the plugin. I have added the plugin for testing users and groups, and I have added the plugin for integration for incidents. I created it as an incident. After that, I am trying to transfer from the incident page , but I am not getting the transfer button.

[Prinssi]

The transfer button appears on the Primary Ticket.  In your example, INC0010025 has the transfer button.  That way the person working the INC has the ability to resolve the issue if they can, but have the transfer option to send the ticket back to UR, or to another department.

You might want to check on the Transfer configuration as well.  I don't recall what is configured out-of-box, but our organization had to do some setup here to get the transfers to function as we wanted.

[Surya Surendra1]

INC0010025 incident: I am not getting the transfer button. I checked the transfer configuration as well. Once I install the plugin, I get an auto-transfer configuration .