ServiceNow - Transferring Case to New HR Service is Reverting Opened for to "Anonymous Canada"

[gonuguntapa]

We have noticed some situations where the previously saved "Opened for" person is being flipped back to "Anonymous Canada" upon case transfer. When we look at the originating case, we do see that the Opened for is saved correctly as an individual. On the new case created by the transfer, you can see in the audit history two separate updates with the same timestamp, one that has the proper Opened for, and then a subsequent update that makes it "Anonymous Canada".

We have verified all the related scripts that related to ui action button of the hr cases one in that script they did not defined any functionality for the opened for kindly let me know is there OOB functionality for the open for field where can i found that 

We are unable to identify what conditions cause this intermittent issue. Kindly please investigate and resolve. Thank you.

[sachinvic]

@gonuguntapa 

Hi,

Since the audit shows two updates at the same timestamp, I would first identify what is making the second update to Opened for rather than focusing on the transfer action itself.

You can reproduce the transfer with Business Rule / transaction debugging enabled and check the system logs for the BR, Flow, or Script Include that updates the new case.

Also check the HR transfer configuration and the sn_hr_core.transfer_case.ignored_fields property, since the transfer process controls which fields are copied to the new case.

Once you identify the second update, you should be able to trace why Opened for is being changed to Anonymous Canada.