When an HR Case is transferred to another COE, if the Subject Person replies, where its captured?

[Irene Barranco]

Hi, 

When an HR Case is transferred to another COE, a notification is sent to the Subject Person. If the employee replies to that notification email, where is the reply captured in ServiceNow?

I think that replies are captured in the Activity log on both the original and the new Case. It's correct?

Thanks

[John Zhang1 · Accepted solution]

There are two options when you transfer HR Case between COEs:

You select options 1 - If "Transfer to New Case Number" is selected, new COE case number will be created, but current case will still exist as is with the state "Draft".  If the Subject Person replies,  the notification will captured in current case, not new COE case.    

You select options 2 - If "Transfer with existing Case Number" is selected, current case is cancelled, new COE case is created with the existing Case Number.  If the Subject Person replies,  the notification will captured in new COE case, not old HR case.    

Please mark useful if you like my answer

[akashkumar9027]

Hi John, how can i change old case from cancelled to other state while transferring the case.