---
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 a primary ticket in Service Operations Workspace

# Transfer a primary ticket in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can transfer a primary ticket to Universal Request, service set (department), or service either with resolution or without resolution.

## Before you begin

A primary task is the ticket (such as an incident, change request or interaction) that is linked to a Universal Request. When you open a task from the Universal Request list, and select Transfer, the
ticket is routed to the selected department or service.

The Transfer button appears in the record action bar at the top of the primary task form. If the button is not visible, verify that the Universal Request plugin (com.snc.universal_request) is installed
and you have the itil role.

Role required: itil

## Procedure

1. Navigate to AllWorkspacesService Operations Workspace.
2. From the navigation list, select List.
3. From the navigation list, select Universal RequestOpen.
4. Open the primary task that you want to route to a Universal Request.
5. Select Transfer.
6. In the Transfer Ticket dialog, provide the following details.  
   * 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 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 aren't copied while transferring.
   {#transfer-primary-task-ur-sow__ul_jpg_skg_3mb}
7. Select Transfer.
{#transfer-primary-task-ur-sow__steps_ocs_kn4_11c}

## Result

After you select Transfer, the primary task is routed to the selected department or service. A new ticket is created for the target department, and the original primary task is linked to it in the
Universal Request record under the Associated Requests related list.

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