Changing UI Action 'Transfer Case'

[Rob Sestito]

Hello SN Comm,

(Sandbox instance using Scoped Application for HR Case Management - Kingston)

We have a UI Action called 'Transfer Case' which is OOB. When a Case comes in via email from the End User, it is created under General Inquiry Case (which is fine). When one of our team-members goes through those Cases to direct them to the correct Assignment Group needed, they can use the Transfer Case feature. When they do, the only option for the General Case is to be Cancelled. We do not want that as it will mess up reporting. Is there a way to still use Transfer Case, however leave the General Case as is, and let the Case worker handle what happens to it?

(Production Instance using HR Case Management - old version - Istanbul)

Normally, when a Case needed to be moved to another assignment group, we have the ability to change the category and subcategory to fit the NEW assignment group needed to be assigned. Withing our SBX Kingston version, we are not able to change (OOB), HR Service, Topic Category/Detail due to security around them, and I don't want to start going crazy messing with ACLs that are in place. Therefore, resulting to use the Transfer Case option.

Any ideas, please let me know. Attached is how the Transfer Case UI Action is currently.

Thanks,

-Rob

[Kiel Sanders]

Hi Rob

The behavior you are seeing with the Transfer Case is expected with the new scoped framework.  The original cases are closed as opposed to just reclassifying due to potential impacts to security when switching tables, pending workflows on the original case, new templates to be applied, etc.  While you could modify this UI Action, it is not recommended.

We added the Transferred To field in Kingston that you could use to identify and filter out transferred cases and that should help alleviate  the concerns around reporting.  We are considering additional modifications to improve this functionality in future releases as well.  I'm interested in hearing if you have additional concerns outside of reporting so we can consider that that feedback for future enhancements.

[Rob Sestito]

Thanks for your reply Kiel!

I will speak with teammates to see how they feel about this and get back to you on additional concerns (if any).

Cheers!

-Rob

[Rob Sestito]

Hey Kiel,

So before I hear from my teammates, I know one big concern for us. When an End User / Customer emails in to our Employee Resource Center (ERC), the system is set up to take that email and create an HR Case under COE: HR Case [sn_hr_core_case] Topic Category and Topic Detail are both set to General and HR Service is set to General Inquiry.. While this is fine, we have a couple of employees within the ERC, that scan through those types of incoming Cases in order to move them to the proper teams OR categorize them correctly with the information provided within the email. Otherwise, We would have a very large amount of just General Cases...

And, would need to move them to the proper COE, Topic Category, and so on. Within the HR Case Forms on ALL COE Tables, we are not able to manually change Topic Category, Detail, and so on. If I add the COE Table field to the HR Case forms, I can Manually change the COE, however still unable to adjust the Category/detail/hr service as needed. So that means, we will be using the Transfer UI action MANY times as a large majority of our incoming Cases are from incoming Emails.

Now, if there is a way to change the ACLs to Topic Category and so on, that could work.. Or, has that been not recommended in the Scoped Application? As you may know, I am from C&S whom you have worked it. So, you may remember that our Production instance is still using the older version of HR Case within Istanbul. I am trying to get Kingston Scoped App as ready as possible. Reason I bring that up is, since Category and Subcategory was built from scratch to our Production instance, our method of moving Cases to go to the correct teams, allows us to manually change the Category and Subcategory to follow suit for which team is getting the Case.

That is why, if possible, it would be helpful to be able to change those incoming General HR Cases to the proper team(s), and able to change the Topic Category, detail, etc., to match which team the Case is being moved to.

But if you are saying, with the newer version of HR Scoped App, that when an incoming email creates a General HR Case, that we have to always use the Transfer UI Action which cancels the current Case - then we will do so.

I actually have a SN HI ticket open asking about those ACLs. INT3671114 

I tried changing some of the ACLs to allow me as an admin, to change all those fields manually - but have not been able to get it to work.

I hope all I have just provided you makes sense in story telling terms.

hope to chat soon!

-Rob

[Kiel Sanders · Accepted solution]

I reviewed the incident you created and it appears the support engineer discussed the client scripts and UI policies that can be deactivated to allow you to change the Topic Category and Topic Detail fields.   

Although this technically works, I still recommend against it due to the factors I mentioned previously (workflows, templates, security changes, etc.).  Changing these fields to editable may result in unexpected errors.  Also, the HR Service should be defining and preselecting the COE table, Topic Category, and Topic Detail since they are structured within a hierarchy.  This also eliminates the need to have the additional fields displayed on the form since they should remain read-only.