Sending Tickets to Another Instance


Overview

The option to "Send ticket to another instance" has been added to the context menu for Cases in Case Management. This action will take the current ticket, with all its variables, and send it to another UC ServiceNow instance that is configured to accept tickets from UCSD.

Warning! This feature should only be used by trained users and told that this is an expectation of their duties.

Steps to Take 

This section explains how agents can utilize the new functionality to send tickets from their instance to another instance. This assumes that your instance administrators have already completed configuration.

  1. Open the record’s form that you wish to send.

  2. Click on the hamburger-menu icon hamburger-menu on the top left of the form 

  3. Select the “Send ticket to another instance” option

    sending ticket

  4. A pop-up will appear, select the instance that you wish to send to

    select instance

  5. A second pop-up will appear, select the table and/or group that you wish to send to
    Note that the moment you choose an option, the process of sending the ticket will automatically commence.

    select table

  6. After a few seconds, check the work notes of your ticket to verify receipt

    system

  7. Follow normal team procedure to resolve the case, informing the user that they should receive contact from the other UC group.

If you still have questions or need additional assistance, please use the 'Contact ServiceNow Team' form.