Transferring a Case now shows 'Case Reopened' Work note - Why?

[Rob Sestito]

We recently upgraded to New York version. When we use the transfer function, the "new" case now has a work note added automatically that says the case has been reopened by the person using the transfer function.

Why is that? What's the purpose of this work note? Having that makes no sense at all.

Anyone know if this can be edited or stopped from being used?

Thanks,

-Rob

[Rob Sestito · Accepted solution]

Found it!

Business Rule: 'Clear Closed field on state change'

(function executeRule(current, previous /*null when async*/) {
	current.closed_at = '';
	current.closed_by = '';
	current.close_notes = '';
	current.work_notes = gs.getMessage("Case reopened by {0}", gs.getUserDisplayName()); 
})(current, previous);

Not sure the purpose of this BR - It happens each time we transfer a case (post New York upgrade). Since there is nothing you can do to get around transferring a case, this BR makes no sense to me. When you transfer a case, you are not "reopening" a case. You are putting it in its correct HR Service/COE.

Nonetheless, I added the condition 'transferred from is empty'. That stopped the work note from being inserted.

-Rob

[Paul Curwen]

Same issue here, agree this makes no sense. You are not reopening a Case.

[Philip Green]

Interestingly this issue was fixed in HR Case Management for a long time, then suddenly crept back in earlier this year with a plugin update. The new record created by transferring a case starts off as inactive, then gets activated with a whole load of fields (including transferred from) being populated and the 'clear closed field on state change' BR kicks in.  The workaround described here still works - thanks guys. 🙂

The workaround might be a challenge for a non-transferred case that gets reactivated, but so far I've not come across a site that does this but chooses to use the 'Awaiting Acceptance' grace period correctly with a hard closure and no re-opening from there.