Change drop down in Transfer Case UI Action

jrusso · ‎01-03-2020

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 · ‎01-03-2020

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.

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Admin Pro · ‎01-08-2020

@Kiel Sanders is there a way within the new reclassify feature introduced as part of NY to limit the list of HR Services to choose from to the current case COE? If not, do you have any plan to introduce this on the future release of ServiceNow HR App?

Kiel Sanders · ‎01-09-2020

It is not possible to limit the HR Services with the current delivered capability but you could modify the Transfer Case UI Page if it is a required need. There are no plans at this time to limit the HR Services but it would be a good suggestion to submit to the Idea Portal.

Pooja Gupta4 · ‎08-03-2020

Is it possible to transfer Email communication from the original case to the transferred case in reclassifying an HR Case?