Transfer an HR case to Universal Request HR Service Delivery Agent Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Transfer an HR case back to the Universal Request queue, or to another department with or without resolution.

    Before you begin

    Role required: routing_agent and sn_hr_core.case_writer

    About this task

    Configure the sn_uni_req.transfer_type property in the Universal Request properties page to determine how to handle the primary ticket transfers. For more information, see Universal Request properties.

    Procedure

    1. Open the HR case that you want to transfer.
    2. Click Transfer.
      Note:
      The Transfer option is displayed only if you are a part of the assignment group or if the case is assigned to you.
    3. In the transfer dialog box, provide the following details.
      Note:
      Based on your transfer type configuration, the given fields are displayed. For more information, see Universal Request Properties.
      • Action: Select if the case should be transferred to another department or back to Universal Request
      • 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 UR Routing 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 are not copied while transferring.
    4. Click Transfer.

    Result

    • On the HR case form, you can view the transfer reason and transfer notes.
    • The state of the HR case is changed to Closed Incomplete and the transfer reason and transfer notes are copied to the universal request.
    • The state of the universal request remains In progress.
    Note:
    The state changes mentioned can be configured. See Transfer configuration for more information.