Transfer Case sends notification to Opened By

[tworzala]

When we transfer an HR case, the requestor is getting a notification. Is there a way to turn that off? Its confusing for the requestor and they don't need to know that the case has transferred to a new COE.

[Robbie]

Hi @tworzala,

Thanks for confirming.

When you state the ticket is 'Transferred'. what change or activity takes place? Is the ticket reassigned to another agent?

Whatever the event is, this is what we need to try and check for and provide a condition against.

This was my assumption, so whilst I agree the case would not be assigned to the requester, if the case gets assigned from Agent A to Agent B (which in turn adds a comment and thus triggers the email), we could add a condition that checks the assignee doesn't change, therefore it wouldn't trigger for these type of use cases.

I do need to point out that this was me thinking off the top of my head. It could be legitimate that tickets get transferred all the time and comments are also added.

It maybe that we either check for this via an event and script or we split the notifications - one for agents and one for the requesters but not under these conditions.

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Thanks, Robbie

[tworzala]

Sorry, yes to clarify the "transfer" activity, we're using the Transfer Case functionality and we keep the existing case number. This is to transfer the HR case from one HR service/COE to another so we have accurate reporting. Our inbound cases come in as General HR Inquiry and then we transfer to the correct service.

[Robbie]

Hi @tworzala,

So in this case, within the notification 'When to send' tab, you want to add the following conditions:

- When the 'COE' does not change AND when the 'New HR service' does not change

The reason we're configuring the 'does not change' element is because we only want this email to send when a comment is added. So essentially, were making sure when the HR Case is transferred as you've explained, this email will not trigger/send.

Please make sure you both test and think through other scenario's where you may need to reconsider this recommendation or if you need to split this notification.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[tworzala]

I just tried this but now its not sending the notifications at all. Even if I try to comment on the case after the transfer has happened, its not sending. Is it continually looking to see if the original COE & HR Service were something different than the current? Any other ways around this?