Adding a collaborator to a transferred case

[jcmings]

I am leveraging the OOTB transfer case functionality and am trying to add the user who Closed the previous case as a collaborator to the new case.

As an admin, I was able to add myself through a business rule, but as a regular user, I get an error saying I'm not allowed to add collaborators to the case. The old case is not necessarily being transferred to the same Assigned To user (if this were the case, I would be able to add a collaborator, as the Assigned To user has permissions to do so, according to this post). The old case is also not necessarily only transferrable by the current Assigned To user.

I have tried creating a few business rules that have different triggers. They do not work; any after triggers are too late, and before triggers don't have the values that I need captured. For example, I can't run a before "Closed By changes" and then access the Closed By field. I also would need to do a current.update() in my BR. Async triggers have also not worked, and I don't like the idea of updating the case that way either.

Trying to think of other potential options... temporarily changing the assigned_to user and using that window to update the collaborator list is not an option, since it would require multiple gr.update()s. (Feel free to poke holes in this logic.)

Does anyone have any ideas?

[jcmings · Accepted solution]

Adding my solution, in case anyone else runs into this issue down the line. I was not able to solve this. My workaround was instead to maintain the same assignment group through a case transfer. I built a BR that held the assignment group from Case1 onto Case2. This way, our users did not lose access to the case, but now, they'll have to manually re-assign the case to a different group (as applicable).