---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Transfer incident

# Transfer incident {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Transfer the back to the Universal Request queue, or to another department with or
without resolution. When you realise that the issue is not incident related, transfer the
incident without any resolution to the relevant department or service. If you resolve the
issue, you can transfer the incident with the resolution.

## Before you begin

Role required: agent to whom the ticket is assigned to

Associate an incident with a Universal Request record.

## Procedure

1. Open the incident that you want to transfer.
2. Select Transfer.  
3. In the Transfer Ticket 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](https://www.servicenow.com/docs/access?context=ur-properties&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).
   * 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.  
     Note:  
     This field does not appear if you have selected Transfer to Department in Action
   * 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.
   {#route-inci-to-univ-req__ul_jpg_skg_3mb}
4. Click Transfer.