HR Transfer case notification

[Vijay Baokar]

Hello Team,

I am working on a requirement when HR case is getting transferred with same number then comment notification should not be triggered.

Currently what is happening when HR case is transferred then "HR Case commented (Opened For)" notification is getting fired however it should work only when comments are added to new case not for transfer case.

I tried to modified the condition on "HR Case commented (Opened For)" notification as attached , it worked while referring case but whenever any new comment will be added to the case notification will not get fired.

Summary: Comment notification should not be fired while HR case is being transferred.

[Max Dore]

If I understand your question correctly, I would recommend keeping the original triggers (with the Event and Conditions) but just adding an additional condition of Transferred from . number is different from number. That is if you still want the potential transfer of a case with a different number and that path should still send notifications. 

To do Transferred from . number you will need to scroll to the bottom of the drop down and click Show Related Fields then click on the dropdown again and click Transferred from => HR Case Fields then click on the dropdown again and click Number.

[Sarah Travis1]

I have the same issue when a case is transferred, the script include hr TransferCase creates the new case and copies any additional comments from the original case to the new case in a single additional comment.  This causes a "case commented" email notification to be sent to the Opened For.  This is confusing to the customer.

By adding the additional condition (from the original question or from Max's solution) any later, legitimate comment emails would be suppressed on this new case because it will always have a transfer case number. 

I can update the script include to copy comments from the original case to the work notes of the new case, but then the customer would no longer see comments on the portal.  Is there any other way to preserve comment history for the portal view of the new case without generating this initial comment email?  We're trying to encourage our HR agents to use comments over email client emails because only comments are visible to the customer in the portal.