Transfer Case functionality is creating transferred case with new number

[Jyoti Mehta]

Hi Everyone,

we have one issue related to HRSD Transfer case custom functionality.

Out of the Box there was “Transfer Case” functionality in which HR Case gets created on New HR Service and old HR Case gets cancelled.

However, in our custom functionality we have renamed the UI Action to “Recategorize”.

On clicking on “Recategorize” UI Action/Button,

• The Case gets created for New HR Service.
• Newly created HR Case has the same number as previous HR Case.
• Attachment gets copy over.
• Work Notes also gets copied from previous HR Case.
• Old HR Case gets deleted.

we have UI page i.e; OOB transfer case and one business rule to populate same number on Transferred HR case and delete the old record.

Issue: when we recategorize a case from one HR Service to another then it is creating a new case number and sometimes it does not copied work notes as well. If anyone has any idea about this issue then please help us. 

Thanks in advance!!

Regards,

Jyoti 

[Jyoti Mehta]

Currently we have disabled our customize business rules, UI Action and tried OOTB Reclassify method but still it is not working.

[Willem]

@Jyoti Mehta Can you let me know if the script provided works. If you need any additional help, let me know as well.

[Jyoti Mehta]

Hi Willem,

we have revert all the changes to OOTB transfer case functionality. {As per ServiceNow HI ticket recommendation}

Now we are using OOTB Transfer case UI page. So, I have not used your script. Hope you understand.

Can you please help me for one issue related to transfer case only/

After reverting our code to OOTB, transfer case short description is not copied to new case that means if we transfer a case from one HR service to another then as per client requirement it should show previous case short description instead of new HR service short description. 

I have tried to add one line in script include hr_TemplateUtils in the functions applyBefore and applyAfter. 

Something like:

applyBefore: function(templateSysId, record, overwrite) {

if(record.short_description == "") {

But after updating above line of code in script include. HR Service assignment group was not working properly as few of our HR Service templates has empty short description.  

Could you please suggest any solution for this short description issue. 

Thanks,

Jyoti 

[Willem]

Hi Jyoti,

If you are using the OOTB script for transfer. That will transfer the short description.

Also it uses applyBefore:

Make sure the script includes are also OOTB:

• ReclassifyCaseTransfer
• StandardCaseTransfer
• hr_TransferCase

And check short_description is not in the ignored_fields:

[RodGallegos]

Greetings Willem, 

I am in the process of configuring a new Transfer Case Config and thus far I have been unsuccessful. It seems you are familiar enough with this topic so thought I'd ask you for a quick look at what I've done. 

1. Created a new Transfer Case Configuration with the name New

2. Did an insert and stay of the "StandardCaseTransfer" script include and replaced the sys_id of the OOTB HR Transfer Case Config "Standard". I gave my script include the same naming convention as my "New" Transfer Case config. (saw your previous comments about that)

I would think that after completing step 1, I would see my "New" Transfer Config choice in the Transfer Case modal that pops up when I attempt to transfer a case. However, this did not happen. Additionally, I went so far as to create an identical "Standard" Transfer Case Config record and performed the same process as indicated in step 2 above. Only difference was, I deactivated the OOTB "StandardCaseTransfer". I did make sure the getConfigurationId was updated with the sys_id of the copied "Standard" transfer case config. When I tested this by transferring a case, the modal pops up, but give me no choice for the transfer type/method. I followed all of the steps here . Is there anything I missed? Cheers!