---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Transfer a case

# Transfer a case {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The OSP agent or manager, if unable to resolve a case, transfers the case manually to
an enterprise's internal agent.

## Before you begin

Role required: sn_csm_ocs.ext_manager or sn_csm_ocs.ext_agent

## About this task

You can transfer a case by selecting the reason for transfer, adding transfer notes,
and transfer the case manually. The case is transferred based on the default
assignment group setup while defining an OSP. Else, the case is transferred based on
AWA or assignment rules, that have been previously setup.

## Procedure

1. Navigate to AllOutsourced Customer ServiceCasesMy Cases.
2. Open a case that you want to transfer.
3. Cick Transfer Case.
4. Select the reason for transferring the case from the Reason drop-down list.
5. Enter additional information regarding the case in the Notes field.
6. Click Save.  
   The case is transferred successfully to the enterprise's internal manager. When you go back to All cases and view the case, you can view the transfer information under Outsourced Case Transfer Request related list.

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