Transfer a workplace case created from a universal request

Transfer a workplace case back to the Universal Request, to another department, or to another service. You can transfer the request with or without providing a resolution.

Before you begin

Note:

To transfer a case, either you must be part of the assignment group or the case must have been assigned to you.

Role required: sn_wsd_case.case_writer

Procedure

1. Navigate to Workplace Case Management > Workplace cases > All.
2. Select the workplace case record that you want to transfer.
3. Click Transfer.
4. In the Transfer Ticket dialog box, provide the transfer details.

   Table 1. Transfer Ticket form

   Field	Description
   Department	Department that you want to transfer the case to.
   Transfer reason	Reason why you are transferring the request to the department.
   Transfer notes	Brief description on the reason for transferring the primary ticket. These notes are read by the UR Routing agent who handles universal requests.
   Copy additional comments and attachments	Option to copy the comments and attachments of this case while transferring. The option is automatically selected. Note: The transfer action does not copy work notes.

5. Click Transfer.

Result

The case is transferred to the selected department.

Related tasks

• Configure a workplace service record producer as a Universal Request
• Create a workplace case from Universal Request
• Work on a workplace case from a Universal Request