---
title: Transfer a case
description: The OSP agent or manager, if unable to resolve a case, transfers the case manually to an enterprise's internal agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/osp-transfer-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Outsourced Service Provider agent tasks, Manage cases, Use, Customer Service Management]
---

# Transfer a case

The OSP agent or manager, if unable to resolve a case, transfers the case manually to an enterprise's internal agent.

## Before you begin

Role required: sn\_csm\_ocs.ext\_manager or sn\_csm\_ocs.ext\_agent

## About this task

You can transfer a case by selecting the reason for transfer, adding transfer notes, and transfer the case manually. The case is transferred based on the default assignment group setup while defining an OSP. Else, the case is transferred based on AWA or assignment rules, that have been previously setup.

## Procedure

1.  Navigate to **All** > **Outsourced Customer Service** > **Cases** > **My Cases**.

2.  Open a case that you want to transfer.

3.  Cick **Transfer Case**.

4.  Select the reason for transferring the case from the **Reason** drop-down list.

5.  Enter additional information regarding the case in the **Notes** field.

6.  Click **Save**.

    The case is transferred successfully to the enterprise's internal manager. When you go back to **All** cases and view the case, you can view the transfer information under **Outsourced Case Transfer Request** related list.