Transfer a workplace case created from a universal request

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • 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.

    Vorbereitungen

    Hinweis:
    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

    Prozedur

    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.
      Tabelle : 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.
      Hinweis:
      The transfer action does not copy work notes.
    5. Click Transfer.

    Ergebnisse

    The case is transferred to the selected department.