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
Navigate to Workplace Case Management > Workplace cases > All.
Select the workplace case record that you want to transfer.
Click Transfer.
In the Transfer Ticket dialog box, provide the transfer details.
| 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. |
- Click Transfer.
Result
The case is transferred to the selected department.
Parent Topic:Workplace Service Delivery integration with Universal Request
Related topics
Configure a workplace service record producer as a Universal Request