Update transferred to case with email notes

[preethigovi]

Hi  Team,

When user sends email to closed HR case - means case is transferred, and user sends reply email to same HR case which is closed, add the email to newly created transferred Case.

This was earlier working OOB but now its not working, 

So any idea to create custom solution for this.

[Ankur Bawiskar]

@preethigovi 

so did you recently upgrade?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[preethigovi]

@Ankur Bawiskar , This was breakage from ServiceNow itself and they have created problem to fix it. Meanwhile we are seeing some custom solutions.

Like when user replies to closed HR case and we have transferred one we need to attach email to newly transferred case

 //transferred to case is open, so let's add the comments

            if (gr.state == 24 || email.subject.startsWith("Re: Reopen"))

                gr.state = '18';

[Ankur Bawiskar]

@preethigovi 

for that you need to have custom logic.

If my response helped please mark it correct and close the thread so that it benefits future readers.