Transferring HR case to ER case

[Cathy Ball]

We are using HRSD case and have recently rolled out the ER case COE module. When an ER case comes in, there are ACL's preventing non-ER team members from seeing the case. However, we often have to transfer the case outside of ER. We have discovered that team members haven't been transferring but rather just changing the HR Service, Category, Subcategory and Assignment Group resulting in the case going into a black hole. We would like to prevent this from happening. What advice do you recommend? Maybe a Business Rule??

[deepak0007]

Hi Cathy - Were you able to find the solution for this issue. We also got the similar requirement. I was able to achieve it by modifying the script include - hr_CaseCreation. But this is impacting both case transfer and case creation while we need this functionality only while transferring the case. 

[Cathy Ball]

No, unfortunately we haven't come up with a solution yet for this issue.

[ahefaz1]

@Cathy Ball ,

Not sure if you are still looking for a solution, but you can achieve this by overriding the reference qualifier of the assignment group field for the sn_hr_er_case table.

If we create a new type for groups, lets say ER and only allow the selection of the ER groups on ER cases, the case will not go into a black hole. One or the other ER team will always have access to the case and an ER case will never get assigned to a group that is not ER.

I hope this helps.

Thanks,