HR Reclassify Case Transfer - Suppress case commented notification

[Zach3]

Hello --

We're moving from the standard transfer case configuration to Reclassify. Everything is working mostly as expected, however, the case commented notifications are firing because the "Additional comments" field on the newly created case has changed (meeting the conditions of the notification of When: Additional comments | changes). We tried adding "Transferred from | is empty" but a) that didn't work, because the newly created case has an empty "Transferred from" field at insertion, and b) we realized even if it did work, that then any legitimate future additional comments added would not trigger a notification (even though it would be expected).

Any ideas out there? I've looked at various script includes (hr_Case, hr_CaseUtils, hr_TransferCase, ReclassifyCase) but they just address the creation and copying of fields. Actually suppressing the notification seems to reside with the Advanced condition of the notifications, but because we can't access "previous" from the notification, we're still looking for solutions. We have many commented notifications, so we're looking for a holistic solution. Any thoughts would be much appreciated - thanks!

[maxstnr]

Hello, I know this is an older post but I'm running into the same issue & not having luck finding a good solution. Were you ever able to figure this out?

[Zach3]

Hello - after research, we determined that the advanced condition scripting in notifications does not work for all Additional comments use cases. We modified an OOTB script include (hr_TransferCase) to instead append Additional Comments into the Work notes field, so it will be available for agent usage (but not visible to the employee). This will prevent the comment changed notification from firing. We made a slight change to the hr_TransferCase script include's copyWorkNotes function, around line 239 :

	_copyWorkNotes: function(originalRecord, newRecord) {
		var originalWorkNotes = originalRecord.work_notes.getJournalEntry(-1);
		var originalComments = originalRecord.comments.getJournalEntry(-1);
    	//Updated per business request to suppress additional comment notification when case is reclassified
		newRecord.work_notes = "***** Work notes from transferred case *****\n" + originalWorkNotes + "\n***** Additional comments from transferred case *****\n" + originalComments;
		//newRecord.comments = originalComments;
	},