Possible to transfer case from one case type to another?

[Stefan K_]

Is there a possibility for agents to move cases from one case type to another?

Example use case: 
1. Customers can submit cases via email, but we give them one email address to do so for simplicity
2. When email received by SN, it creates a case for higher level case type
3. Once reviewed by agent, case is moved to lower level case type (or "leaf-level" as SN calls it)

[Filipe Cruz]

Hello,

Yes, that is possible.
I did a test with a record created in "Task" table that was updated to be an incident:

(Background script I executed)

var _task = new GlideRecord("task");
_task.get("9fc3b1b1972a0d10fabff97e6253af17");

_task.number = "";
_task.sys_class_name = "incident";
_task.update();

So, I would say that you can do similar if you replace the table names in the example!

The "secret" is to update the field "sys_class_name"!!

Please, if this answer is relevant for you, please mark it as correct and helpful.

Thanks,

Filipe

[Stefan K_]

Thanks, yes indeed there is a technical method to do that. However I am wondering from a common practise point of view, is there anything OOB for this? Or if not, is there something funny in my use case and should I be doing something different? Nobody ever had cases logged into wrong case type?

I'd rather not start customising anything. 

[Filipe Cruz · Accepted solution]

Hello Stephan, From my perspective, it is not a good practice to do this table switch. The best option from my point of view is to have such case tables that differ in a way that it's almost impossible for the user to make a wrong choice. Then, inside that case type you can select category and subcategory fields. I'm not sure how many case tables you have and the purpose of each one. If you want to elaborate more, I can give you my view on that! Please, if you consider my answer as relevant to you, please mark it as correct and helpful! Best Regards, Filipe Cruz

[Robin John]

Hey Stefan,

In this cases, the ideal situation will be to create an interaction record and assign it to your L1 support. The L1 support can then create a case out of it and assign it to the right team. 
The best practice is to always create a case on the leaf level and never on the higher level.

Currently, there is no possibility to move case types. But I have heard that ServiceNow might release this functionality in the Australia release.