I have a questions about the reclassify case feature added in NY.

Austin17 · ‎02-19-2020

Currently, when we go to and HR case and select Transfer Case, there are two options. When we select "Transfer with existing case number" it creates a new case and then changes the old case number to the new case number. Ex:

Old case: HRC00001

New Case created after transfer: HRC00002

Old Case after transfer: HRC00002

According to the following article, it makes it sounds like the new case should be keeping the number of the old case:

https://docs.servicenow.com/bundle/newyork-hr-service-delivery/page/product/human-resources/concept/...

Is anyone else seeing the same results or know if there is a way to adjust it so it does keep the number of the old case? I appreciate any advice you can provide.

Thanks

Austin17 · ‎03-10-2020

Thank you for your suggestions. We actually had a business rule to populate the subject person in the short description after the case was created. This business rule had update() in it. I guess causes issues like this. We were able to get rid of that business rule and the case transfer started working as designed.

Thanks

View solution in original post

Pooja Gupta4 · ‎08-03-2020

Hi Shalini,

Were you able to figure out a solution to transfer email communication to the transferred case?

vps · ‎10-12-2020

I am also looking for a solution. Did you find the solution?