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Universal Request for Legal Service Delivery › Integration with ServiceNow applications › Legal Service Delivery › Legal and Contract Operations › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Transfer a legal ticket to another department

Transfer a legal ticket (legal request or legal matter) associated with a universal request to another department or back to the universal request for processing and resolution.

Before you begin

Role required: sn_lg_ops.legal_fulfiller

Procedure

  1. Navigate to All > Legal Request > Legal Counsel Center.

  2. Click the List icon (

Image omitted: lsd-lcc-list-icon.png
List icon\).

  1. Open the list of legal requests or legal matters.

    • To open the legal request list, in the Lists tab, select Assigned to Me under Legal Requests.
    • To open the legal matter list, in the Lists tab, select Assigned to Me under Matters.
    • Open a legal request or legal matter that you want to transfer.

  2. Select Transfer.

  3. In the Transfer Ticket dialog box, fill in the fields.

FieldDescription
ActionTransfer options to other department or back to universal request.
DepartmentDepartment to which you want to transfer the request.If the user is not sure which department to transfer the legal ticket to, the I'm not sure option transfers the ticket back to the universal request.
ServiceThe service or request type within the selected department.Note: Employee Relations must be selected to transfer an ethics complaint legal matter to the Human Resources department. For any other service selected, an error message is displayed.
Transfer reasonOption to specify whether the legal ticket is being transferred with a resolution.- Transfer with resolution: The legal ticket is resolved and needs further processing by another department. The state of the legal ticket will update to Close Complete. - Transfer without resolution: The legal ticket is not resolved or does not belong to the Legal department. The state of legal ticket will update to Close Incomplete.
Transfer notesDetails that might be useful for the department to know for further processing.
Copy additional comments and attachmentsOptions for including additional comments and attachments from the legal ticket to the request of another department with the transfer.By default, this option is selected. If the additional comments and attachments shouldn't be transferred, clear the check box.
  1. Select Transfer.

Result

  • The legal ticket is transferred to the selected department.
  • The legal ticket no longer remains a primary ticket for the universal request.

Parent Topic:Universal Request for Legal Service Delivery