Transfer HR case from "HR Employee Relations Case" to other COE HR case

[Pece]

We have facing one issue- when a user submitted their HR case on wrong HR Service, or COE case, so we like to transfer to correct COE case.  I read some posts and  ServiceNow release documents- know current ServiceNow release has HR transfer feature, but somehow it doesn't work for us.   Please advise. 

[John Zhang1 · Accepted solution]

@Pece as you know current ServiceNow release has Out-of-box (OOB) feature to transfer HR case from one COE to another COE. You need to do some configuration to use this OOB feature.

You can create and use methods to reclassify or transfer an opened HR case from one HR service to another.   

The reclassify method is that the HR case number does not change after transferring an HR case from one HR service to another with linking redirect to the new case.  However Standard method is that 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

Please following configure steps:

1. Activate “Transfer Case” UI action, which is “false” in default.
2. 
3. Ensure the following 3 the existing script includes are “Active”
   • hr_TransferCase
   • ReclassifyCaseTransfer
   • StandardCaseTransfer

You can perform you HR case transfer following steps:

 

 

 Please mark my answer as useful if it helps

[Pece]

Thank you John.  I activated "Transfer Case" UI action and then works.

We have another requirement-  transfer case to ITSM ticket, like incident.  I don't see in OOB.  How can I make that happen

[John Zhang1]

There are no OOB feature to transfer HR case to other scope of tickets, but there is one post related how to transfer HR case to an incident-Transfer HR Case to an IT Incident for your reference.

[deepak0007]

Hi John - Do you know if transferring the case from HR COE to Employee Relation COE works ? The scenario is - A case is created in one of the HR COEs and HR specialist(without ER roles) tries to transfer the case to ER COE, they're not able to see the ER COE and ER Services in the transfer dialog window?