Response from user should be received on transfer case & not on the closed/cancel case

Ashwini Sawant2
Tera Contributor

‎04-18-2024 01:20 AM

Hello All,

 

I have below requirement -

 

When HR case created via inbound and that got transferred to new case but when user is trying to reply over that first mail through which this old HR case got created the response is received on that older case only  but I want that user's response should received on new transfer case.

 

Kindly suggest me how to achieve this.

Thanks in advance

 

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Shambhu K B
Giga Guru

‎09-27-2024 02:55 AM

Hi Ashwini,

transfer case.png

If You select options 1 - If "Transfer to New Case Number" is selected, new COE case number will be created, but current case will still exist as is with the state "Draft".  If the Subject Person replies,  the notification will captured in current case, not new HR case.    

If You select options 2 - If "Transfer with existing Case Number" is selected, current case is cancelled, new COE case is created with the existing Case Number.  If the Subject Person replies,  the notification will captured in new HR case, not old HR case.   

 

please mark the answer correct/helpful.

 

Regards,

Shambhu

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