1. Using Service Center in the Redwood User Experience
  2. Transfer a Service Request

Transfer a Service Request

Here's how you can reassign a service request to another agent.

  1. Open the Service Request Overview page for the service request you want to transfer.

  2. In the Action Bar, enter Transfer.

    You can also enter the synonym Reassign.

  3. From the list of suggested actions, select Transfer Service Request.

    The Transfer Service Request panel is displayed.

  4. From the Transfer This Service Request To drop-down list, select the transfer option:

    • A member of the current queue: Search within the currently assigned queue and assign the service request to someone in the same queue. Use this option only when a queue is specified on the service request. You must have the SVC_ASSIGN_SR privilege to use this option. This option is selected by default.
      Note: The members displayed in the Assign To drop-down list are filtered based on the currently assigned queue.

    • A specific person: Search all available resources and assign the service request to a resource. You must have the SVC_ASSIGN_SR privilege to use this option.

    • Another set of resources: Search different queues and assign the service request to another queue or someone in a different queue. You must have the SVC_ASSIGN_SR_TO_QUEUE privilege to use this option.
      Note: If you select this option, then you also need to select a queue from the Queue drop-down list.

  5. Select the Assign To and Transfer Reason as appropriate.

  6. In the Transfer Note field, enter an internal note explaining the reason for transfer.

    You can insert SmartText by typing # to display a list of plain SmartText entries, and type-ahead to progressively search and filter this list.

  7. Click Transfer.

The service request transfer details are recorded in the activity feed of the corresponding service request. Transfer counts don't include the initial agent assignment, when a service request is created. Transfers are counted from the first time that an agent transfers a service request to another agent or a queue. You can track and monitor the transfer count, and even use it in analytics.