---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Transfer a primary ticket

# Transfer a primary ticket {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

You can transfer a primary ticket back to Universal Request, service set
(department), or service either with or without resolution.

## Antes de Iniciar

Role required: agent part of the assignment group of the primary ticket or assigned
to the agent

## Por Que e Quando Desempenhar Esta Tarefa

Configure the sn_uni_req.transfer_type property in the
Universal Request properties page to determine how to
handle the primary ticket transfers. For more information, see [Universal Request properties](https://www.servicenow.com/docs/JssmB6MUAPbOeGaT0m7f3w "Administrators can use Universal Request properties to determine and configure the application behavior.").

A routing agent can either resolve and close a primary ticket or transfer it to back
to Universal Request or another department for review and closure. When a primary
ticket is transferred back to UR, the ticket is no longer a primary ticket, and the
primary ticket field of the Universal Request becomes empty.

When transferring the ticket, the routing agent can choose the department and a
specific service within the department or can select <kbd class="ph userinput">I'm not sure</kbd> when they're unsure of the correct department or service.  
The agent can transfer a ticket with one of the following reasons:

Transfer with resolution
:   The request is resolved and transferred back to UR, a specific
    department, or a service. Agents can select this option when another
    departments help is required to fulfill the request.

Transfer without resolution
:   The request isn't resolved or doesn't belong to the specific department
    and transferred back to UR, a specific department, or a service.

## Procedimento

1. Navigate to the primary ticket record that you want to transfer.  
   For example, to open an incident primary ticket, navigate to AllUniversal RequestWith Primary Ticket.
2. Open the universal request and then click the associated primary ticket.  
   For example, the Incident ticket associated is displayed as a link in the message.  
   The primary ticket record appears on the page.
3. Verify and click Transfer.
4. In the Transfer Ticket dialog, provide the following details and then click Transfer.  
   Nota:  
   Based on the transfer type configuration, different fields display on the form. For more information, see [Universal Request properties](https://www.servicenow.com/docs/JssmB6MUAPbOeGaT0m7f3w "Administrators can use Universal Request properties to determine and configure the application behavior.").
   * Action: Select if you want to transfer the ticket to another department or back to the Universal Request.
   * Department: Select the department from the list.
   * Service: Select the specific service of the chosen department.
   * Transfer reason: Select the reason from the list.
   * Transfer notes: A brief description for routing the primary ticket to the UR Routing agent.
   * Copy additional comments and attachments: Clear the check box if you don't want to transfer the ticket with additional comments and attachments. By default, all attachments and comments are transferred.  
     Nota:  
     Work notes aren't copied while transferring.
   {#route-primarytask-to-ur__ul_jpg_skg_3mb}

## Resultado

The ticket is transferred based on the direct transfer mappings in mapping configuration and transfer type configurations. For more information on configuring routing, see [Transfer configuration](https://www.servicenow.com/docs/pe5nacqYWI4MrO2usQie~w "You can enable agents to transfer department-specific tickets, such as an incident ticket or an HR case back to the Universal Request (UR), to another department, or service. This transfer configuration allows you to determine what happens to the departmental ticket when the request is transferred to another department or back to UR.") and [Map UR fields with target table fields](https://www.servicenow.com/docs/3GPwHxedSdp1nUlXyNiKjQ "Define the fields that you want to map between the universal request and the target table fields that you already configured. This configuration enables you to copy the values of mapped fields from the universal request to the new ticket, and vice versa.").