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

[Joe F1]

Hi Rob,

We are interested to know if you ever came up with a solution for how to transfer Cases for emails that create General Inquiry Cases?  We will soon begin migrating to the Kingston scoped application from Helsinki.  Currently, our inbound actions create an HR Case in the core table, hr_case, so we are concerned with how to handle this in the scoped app.  We will want to move a General Inquiry Case into the appropriate COE, but without canceling original Cases, creating extra effort for fulfillers or accepting risks with modifying/abandoning OOTB functionality.

Thanks,
Joe

[Rob Sestito]

Hey there Joe,

I totally understand exactly where you are coming from with this transfer function, and it has been something we as a company, have raised with SN as inconvenient.

However, that being said - We ended up keeping the Transfer function as is (for now), and working around it in terms of what notifications go out and when. We also had to create business rules for each COE, for what happens when a case is transferred. That way, it gathers the correct information from whichever fields info we need to move to the new case.

Currently, we too are having to transfer ALL Cases created by email to get them in the correct COE/HR Service. It's definitely a hassle to say the least, and the reporting has to be detailed even more. It is nice, how they have added the Transferred To and Transferred From fields, so that helps a bit for the understanding for reporting. But not ideal overall for an HR department.

Nonetheless, we are handling it as best as we can. I can't remember right now off the top of my head, but I would imagine possible under the UI Action for Transfer Case, rather than having it move the Transferred From Case moved to the Cancelled State, you could change it so it goes into another State. I know that is something that can be modified - but we have not jumped into that as a solution. We would rather see what SN comes up with, as a better function, when it comes to this whole transferring cases ordeal.

Hope this helps and good luck!! The migration was TOUGH! Especially with migrating OLD legacy Cases.

Thanks,

-Rob