Passing tickets between Organizations


The following article provides instructions on how to change the ticket assignment to groups outside of your organization. 

Critical Concepts

When opening a new case, Organization and Assignment Group will automatically default to your home department's organization and its corresponding Tier I Support group. The "Organization" field filters the assignment group choices and service offerings, giving you, the agent, a narrowed-down list of choices. To transfer the case to another organization, simply update the organization you want to transfer to and choose the corresponding assignment group.

On the right side of the case form, you will see the organization field. On a new ticket, this is automatically filled out based on what organization your home department belongs to.

Screenshot: automatic fill for the Organization field

Steps to Take

  1. Click on the magnifying glass next to the "Organization" field to see a list of organizations currently in the system:

    Screenshot: List of organizations

  2. Select a different organization.
  3. Select an assignment group for the new organization. Some organizations will set the Assignment Group for you when you select a Service Offering.

If you still have questions or need additional assistance, please submit a ticket to the ServiceNow department.