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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Transfer an incident

# Transfer an incident {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Transfer an incident back to the Universal Request queue or to another department, with or without a resolution. If the issue isn't related to an incident, transfer it without a resolution to the relevant department or
service.

## Before you begin

Role required: agent to whom the ticket is assigned

An incident must be associated with a Universal Request record.

## Procedure

1. Open the incident to transfer.
2. Select Transfer.  
   Figure 1. Transfer incident to Universal request
3. In the Transfer Ticket dialog box, fill in the fields.  
   Note:  
   The fields that appear depend on your transfer type configuration. For more information, see [Universal Request properties](https://www.servicenow.com/docs/access?context=ur-properties&version=brazil&pubname=brazil-employee-service-management&ft:locale=en-US).
   {#route-inci-to-univ-req__entry__2}

   | Field | Description |
   |-|-|
   | Action | Option to transfer the incident to another department or back to Universal Request. |
   | Department | Select the department from the list. |
   | Service | Select the specific service of the chosen department. Note: This field does not appear if you have selected Transfer to Department in Action |
   | Transfer reason | Select the reason from the list. |
   | Transfer notes | Brief description for routing the primary ticket, passed to the Universal Request routing agent. |
   | Copy additional comments and attachments | Clear the check box to transfer the ticket without additional comments and attachments. By default, all attachments and comments are transferred. Note: Work notes are not copied while transferring. |
   [Table 1. Transfer Ticket dialog box]

4. Select Transfer.