Transfer a primary ticket in Service Operations Workspace

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

Before you begin

Role required: itil, the agents part of the assignment group or the agents on the primary ticket can perform this task.

Procedure

1. Navigate to All > Workspaces > Service Operations Workspace.
2. From the navigation list, select List.
3. From the navigation list, select Universal Request > Open.
4. Open the primary task that you want to route to a Universal Request.
5. Select Transfer.
6. In the Transfer Ticket dialog, provide the following details.
   • 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 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 aren't copied while transferring.
7. Select Transfer.