Summarize actions while transferring an HR case

---
title: Summarize actions while transferring an HR case
description: Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/now-assist-for-hrsd/tcase-now-assist-hr.html
release: australia
product: Now Assist for HRSD
classification: now-assist-for-hrsd
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 4
breadcrumb: [Use generative AI skills, ServiceNow Otto for HR Service Delivery \(HRSD\), HR Service Delivery, Employee Service Management]
---

# Summarize actions while transferring an HR case

Transfer an HR case to another agent or assignment group by summarizing the actions until hand off. For example, an agent can transfer the case to another agent if the case is incorrectly assigned or needs troubleshooting by another agent or assignment group.

## Before you begin

Role required: sn\_hr\_core.case\_writer

## Procedure

1.  From HR Agent Workspace, open an HR case that is assigned to you.

2.  Click the \[Omitted image "more-icon.png"\] Alt text: More Actions icon icon at the top right hand corner of the page.

3.  Select **Transfer case**.

    Transfer case dialog box appears with AI-generated case summary in the **Case Summary** field. \[Omitted image "transfer-case.png"\] Alt text: Transfer case

    1.  In the **Transfer type** field, select whether you want to transfer the case with the same case number or with a new case number.
    2.  In the **COE** field, specify the HR Center of Excellence \(for example, Payroll\) to which you want to transfer the case.
    3.  In the **New HR Service** field, specify the HR service \(for example, Paycheck discrepancy\) to which you want to transfer the case.
    4.  Review and make any edits to the AI-generated summary in the **Case Summary** field.

        **Note:** GenAI requires a minimum of 200 words on the case to generate summary.

    5.  Click **OK**.

**Parent Topic:**[Use ServiceNow Otto for HR Service Delivery \(HRSD\) in Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/now-assist-for-hrsd/use-now-assist-hr.md)

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