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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Transfer an HR case

# Transfer an HR case in Universal Request {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Transfer an HR case back to the Universal Request, or to another
department or service with or without resolution.

## Before you begin

Role required: sn_hr_core.case_writer

## About this task

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/14uObgzvMJBs3aHIN6eRpw "Administrators can use Universal Request properties to determine and configure the application behavior.").

## Procedure

1. Open the HR case that you want to transfer.
2. Click Transfer.  
   Note:  
   The Transfer option is displayed only if you are a part of the assignment group or if the case is assigned to you.
3. In the Transfer Ticket dialog box, provide the following details.  
   Note:  
   Based on your transfer type configuration, the given fields are displayed. For more information, see [Universal Request
   properties](https://www.servicenow.com/docs/14uObgzvMJBs3aHIN6eRpw "Administrators can use Universal Request properties to determine and configure the application behavior.").
   * Action: Select if the case should be transferred to another department or back to 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 that you want to pass to the UR Routing agent.
   * Copy additional comments and attachments: Deselect if you do not want to transfer the ticket with additional comments and attachments. By default, all attachments and comments are transferred.  
     Note:  
     Work notes are not copied while transferring.
   {#route-ur-hr-case__ul_jpg_skg_3mb}
4. Click Transfer.

## Result

* On the HR case form, you can view the reason for transferring in the Transfer reason field.
* The state of the HR case is changed to Awaiting Acceptance or Closed Incomplete based on transfer reason and the transfer reason and transfer notes are copied to the universal request.
* The state of the universal request remains In progress.

{#route-ur-hr-case__ul_hs1_pdm_wnb}  
Note:  
The state changes mentioned can be configured. See [Transfer
configuration](https://www.servicenow.com/docs/LtrMYPSd_EbqZcpC~9~mDg "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.") for more information.