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.

[jrusso]

Hi Kiel,

Thanks again for this information, I did not realize that we had these new email notifications.  I can see that we have these active.  In my transferred cases, with existing case number (the reclassify option), I see the following emails being sent....

HR Case assigned to your Group- I see this being sent twice at the same time stamp.  It feels like it is sending the email based on thew new case being opened, and the original case being re-opened with the new HR Service.  The group receiving this email is based on the new HR Service.

HR Case has been Created - this is being sent to the user who opened the case with the new HR Service mentinoed.  However, I no longer see the original HR Case has been created email with the old HR Service in the activity stream.

HR Case - comments added - this is sending but instead of sending "case is cancelled" it is sending "user initiated case for the original HR Service.

If I disable all of these new Case Transferred email notifications, how will that impact the emails I listed.  Will they all go away?

Thanks

John

[artemis97941]

Hey John,

Did you ever get your HR Case Assigned to your group notifications to stop firing twice?

Thanks!

Melinda

[jrusso]

Hi Melinda,

No I have not made any changes, but I will try deactivating the Case Transferred email notifications.  Since we are only using the option to reclassify the case (transfer with same #), there really isn't a need to send this email notification.

I will let you know if it works.

Thanks

John

[jrusso]

Hi.... I deactivated the case transferred email notification.  However, we are still sending multiple email notifications based on our set up...

The employee receives case opened for you upon initial case being created

Assignment group A receives case assigned to your group notification

When case is transferred...

Employee receives case cancelled for a different case # (new case that is opened and immediately cancelled and transferred to the original case #)

Employee receives another case opened for you for the new HR Service

Assignment group B receives two identical case assigned to your group notifications

The only thing I can think of is updating the email notifications above with a condition to not send if case is transferred.  I think the case case cancelled email and a second case opened  email are confusing to the employee.

I am open to suggestions.

Thanks

John

[artemis97941]

I saw this article where the user had raised to HI and there's a PRB about this and the workaround. I tried their script include addition mentioned in ReclassifyCaseTransfer and StandardCaseTransfer.  It's fixed the notification duplication issue for new cases, but not for transferring for existing option.

https://community.servicenow.com/community?id=community_question&sys_id=cbc568591b9d4410d01143f6fe4b...