Transferring Work Notes from Case to Case

User659146 · ‎05-16-2018

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?

Kiel Sanders · ‎05-16-2018

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.

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kushal Tayade · ‎09-27-2018

There is a UI page named 'Transfer Case'. You may need to modify the processing script.

There is ignore fields listed in the processing script. You can add more fields as per your needs.

var ignoredFields = ["assignment_group", "assigned_to", "employee_percent_complete", "fulfillment_instructions", "hr_service", "number", "payload", "pdf_template", "sla", "sla_suspended", "sla_suspended_for", "sla_suspended_on", "sla_suspended_reason", "state", "submitter_can_cancel", "task_percent_complete", "template", "template_invoked", "topic_category", "topic_detail", "transferred_from", "transferred_to", "workflow", "workflow_invoked"];