Change drop down in Transfer Case UI Action

[jrusso]

We like the new Transfer Case option to reclassify a case by choosing, "Transfer with existing case number" and feel this will be very helpful.  The drop down to select the transfer type displays,"Transfer to a new case number" first, then you have to expand the list to select 'with existing case number".  is there a way to change this order, as we expect to use the existing case number going forward.

[Kiel Sanders · Accepted solution]

Hi @jrusso 

These configuration options can be found under HR Administration > Transfer Case Configuration. Here you can change the default to the Reclassify option using the Set as Default UI Action. You can also deactivate the Standard option if you don't want anyone using it anymore.

[jrusso]

Thanks Kiel.  I had gotten as far as finding the Transfer Case Configuration, but had not noticed the default setting.  

[jrusso]

Hi Kiel,

As I continue testing, it appears that the this new reclassify process actually transfers the case to a new case number, and copies the case comments and work notes, but then cancels that new case and reopens the previous case # with the new HR Service and Assignment Group (auto assigned based on the HR Service).

So, we will still have cancelled cases, but the cancelled case will actually have a newer case # and we can continue to use the existing case number to better manage the case.

I noticed that the existing case that has been reclassified, does not display the cancelled case number but it appears to send the email notification for a new case, based on the new HR Service and also sends another case commented email notification if there were any prior comments.

Just making sure that this is accurate.  One of the issue we had (similar to other posts on community) is that the end user was getting confused by email notifications saying a case was cancelled and a new case was opened.  Any thoughts on how to approach this....thinking if we are just reclassifying the HR Case to a new HR Service, that sending these additional emails may still create confusion, especially when it is the same case #.

Thanks

John  

[Kiel Sanders]

The original case that is cancelled and assigned a new number is still associated to the new case using the Transferred From field. You may not have this field on the form but it is captured for reporting purposes or if you want to add it back to the form.

You are correct about the notifications because they're still active for the Standard option. You can disable the Case Transfer notifications if you are disabling the Standard transfer option and only using Reclassify since these notifications would no longer be relevant for that option. If you are receiving emails referencing a new case and not that the case has been transferred, you may have skipped the upgrade change in London that introduced these new Case Transferred notifications (see below).

Regarding the comments added email, you are correct that this sends out from the original case since the "Case was cancelled..." update is provided in the Additional Comments. I agree that this is confusing and should probably be a Work Notes update. I'll raise this internally but can you also submit an idea through the Idea Portal categorized under HR Service Delivery?

Case Transferred Notifications