Transfer a primary ticket in Service Operations Workspace

task australia Updated Sep 10, 2026 1 min read transfer-primary-task-ur-sow.md

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

Navigate to All > Workspaces > Service Operations Workspace.
From the navigation list, select List.
From the navigation list, select Universal Request > Open.
Open the primary task that you want to route to a Universal Request.
Select Transfer.
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.
Select Transfer.

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.

Parent Topic:Universal Request in Service Operations Workspace

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---
title: Transfer a primary ticket in Service Operations Workspace
description: You can transfer a primary ticket to Universal Request, service set \(department\), or service either with resolution or without resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/transfer-primary-task-ur-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Universal Request in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Transfer a primary ticket in Service Operations Workspace

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 **All** &gt; **Workspaces** &gt; **Service Operations Workspace**.

2. From the navigation list, select **List**.

3. From the navigation list, select **Universal Request** &gt; **Open**.

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.

7. Select **Transfer**.

## 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.

**Parent Topic:**[Universal Request in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/using-ur-sow.md)