Transfer Case functionality in HRSD

[jkhanddh]

Hi Everyone,

I am facing some configurational confusion your help will be highly appreciated:

What we have: 

Whenever we are transferring the case from one HR Service to other HR Service, what happens is a new case is created and all the field values are copied to it from the existing one (except from New HR Service and Service Offering) also new SLA is attached accordingly and assignment group as well.
Now what script do is swap the original case number with the newer one and as a result the new case has older case number and vice versa.

What we want:

I don't want a new case in the system to exist as it causes confusion for the requester, what shoul I do so that we have new assignment group and SLA attached as well.

[SANDEEP DUTTA]

Hi @jkhanddh ,

If you do not wish to create a New Case, then you should use "Reclassify".

1. Open an existing HR case.
2. From Additional actions, select Transfer Case.
3. From Transfer type:
   • Transfer with existing case number: The HR case number does not change, links redirect with new case, and work notes transfer to new case.

You can create and use methods to reclassify or transfer an opened HR case from one HR service to another. Oftentimes an HR case opens as a General Benefits Inquiry. After investigating, you can transfer it to the applicable HR service.

You can configure different transfer case scenarios. There are two (2) methods you can use to transfer an HR case created with an HR service to another HR case with a different HR service.

The base system provides:

• Reclassify:
  • The HR case number does not change after transferring an HR case from one HR service to another.
  • Links redirect to the new case for the following users:
    • Opened for: Person that the HR request was opened for.
    • Subject person: Person that is the subject of the HR request.
  • Notification emails are not sent for reclassification cases.
• Standard:
  • The HR case number changes when transferring an HR case from one HR service to another. Both HR case numbers appear on the HR case for reference.
  • Links do not redirect from original case to new case.
  • The subject person receives a notification email with the closed case and transferred case information.
• Common to both Reclassify and Standard:
  • Fields from the current case are copied and moved to the new case.
    Note: The sn_hr_core.transfer_case.ignored_fields sys property can be set with fields that are not copied in an HR case transfer.
  • Work notes copy from original case to new case.
  • Attachments are copied and moved from the current case to the new case.
  • Previous interaction records from the current case are copied and moved to the new case.
• Sys property:

  The sn_hr_core.reclassify_default_transfer sys property determines the default method to use after upgrade. For more information, see HR properties.