Universal request

[kummara _siva]

Hi ,I'm working on universal request.

I have created a incident from ur and then I want to transfer to different department .I selected not sure in the department type .actually it is closing the existing ur and creating a new one .but i don't want that it should route back same ur .How can we achieve this. Also in the servicesets table the record for ur is set to ture

Thanks in advance .

[william111t]

This is expected OOTB behavior. Selecting "Not Sure" can close the current UR and create a new one for re-triage. If you want the same UR to be rerouted instead, you'll need to customize the transfer/routing flow or business logic. Could you confirm if you're using the OOTB Universal Request flow or a custom implementation?

[kummara _siva]

OOB