---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Transfer a case

# Transfer a case {#ariaid-title1}

* Release version: Xanadu
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The OSP agent or manager, if unable to resolve a case, transfers the case manually to
an enterprise's internal agent.

## Before you begin

Role required: sn_csm_ocs.ext_manager or sn_csm_ocs.ext_agent

## About this task

You can transfer a case by selecting the reason for transfer, adding transfer notes, and transfer the case manually. The case is transferred based on the default assignment group setup while defining an OSP. Otherwise, the case
is transferred based on AWA or assignment rules that have been previously set up.

## Procedure

1. Navigate to AllOutsourced Customer ServiceCasesMy Cases.
2. Open a case that you want to transfer.
3. Select Transfer Case.
4. Select the reason for transferring the case from the Reason drop-down list.
5. Enter additional information regarding the case in the Notes field.
6. Select Save.  
   The case is transferred successfully to the enterprise's internal manager. When you go back to All cases and view the case, you can view the transfer information under the Outsourced Case Transfer Request related list.

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