Transfer with existing case number: Links not redirecting to new Case

[Leo33675]

Per SN documentation it appears that when a case is transferred  the existing notifications that were sent out to the employee (e.g., Case opened), should, when a case is trasnferred route to the new case number. However, it appears that the links continue to route to the old case, which is cancelled, and leads to a potentially bad user experience if a user is checking their email and selecting a link for a case that has been transferred.

Is my expectation on how the reclasify transfer case functionality regarding existing links correct? And if not, any ideas on configuration that could allow for the re-direct to occur if an end user selects a link for a transferred case

[Martin Friedel]

Hello Leo, 

redirect logic is handled by HR Case Navigation Handlers.

They use Script Include 'hr_CaseNavigation', function applyRules().

This function calls Script Include 'hr_TransferCase', function getLatestTransfer(). 

Check these Script Includes if they were customized. If so try revert to out-of-box version.

As I checked logic in function getLatestTransfer():

/*
	 * Gets the latest accessible HR Case in a sequence of transfers from an original case
	 *
	 * @Param {GlideRecord} gr - The case to start from
	 *
	 * @returns {GlideRecord} - The latest transfer the user can access
	 */
	getLatestTransfer: function(gr) {
		// Follow the chain of transfers to the latest case if the
		// visited case has been transferred multiple times
		var currentCase = gr;
		var nextCase;
		while (!currentCase.transferred_to.nil()) {
			nextCase = currentCase.transferred_to.getRefRecord();
			
			if (!nextCase.canRead())
				break;
			
			currentCase = nextCase;
		}
		
		return currentCase;
	},

Could you verify that the old HR Case has field 'transferred_to' populated? 

If my answer helped you, please mark it as correct and helpful, thank you 👍
Martin