Transferring Work Notes from Case to Case

[User659146]

When we transfer a case, to change the HR Service, the work notes do not transfer over, but attachments do. Is there a way to have work notes, or anything else transfer over as well? 

[Community Alums]

There is a UI page which pops up when you initiate the transfer. (called 'Transfer Case'). The processing script is what would copy all of the info to the new record. You may need to modify this to suit your needs.

From the looks of it, it should copy over the worknotes, but that may need to be added in specifically.

Cheers,

Tim

[Kiel Sanders · Accepted solution]

Most fields from the original case will transfer over if the same field exists on the new case.  Comments and Work Notes do not transfer over to the new case by default since they may not be relevant to the case if it was incorrectly assigned to begin with; however we do transfer over the Short Description and Description since they would have been provided by the employee.

As Tim mentioned, this is all managed in the processing script of the Transfer Case UI page.  A variable named ignoredFields is defined on line 20 (Kingston) to indicate which fields will not come over to the new case.  You could add additional mapping in this script to copy over Comments or Work Notes if it is a requirement.

[sheilaroy]

In our HR scoped application, Transfer case erroneously brings the short description associated with the original case into the newly created case. (see line #1)

In the example below, the original case was an an inquiry regarding Employment Opportunity for the Talent Acquisition Team.  The newly created Transfer case is for the Human Resource Business Partner and should have a short description of 'Contact my HR Business Partner case for...'

Is there a way to make the short description of the newly created Transfer case have the short description that would typically appear? (see line #2)

[Kiel Sanders]

This is occurring because the Short Description field is carried over during the transfer.  If you want to change this behavior, you can add "short_description" to the ignoredFields variable mentioned above.  This will not carry over the original Short Description and instead honor the Short Description defined in the HR Template associated to the HR Service that the new case is created with.