question Re: I have a questions about the reclassify case feature added in NY. in HRSD forum

I have a questions about the reclassify case feature added in NY.

Austin17 — Wed, 19 Feb 2020 14:17:39 GMT

Currently, when we go to and HR case and select Transfer Case, there are two options. When we select "Transfer with existing case number" it creates a new case and then changes the old case number to the new case number. Ex:

Old case: HRC00001

New Case created after transfer: HRC00002

Old Case after transfer: HRC00002

According to the following article, it makes it sounds like the new case should be keeping the number of the old case:

https://docs.servicenow.com/bundle/newyork-hr-service-delivery/page/product/human-resources/concept/reclassify-hr-case.html

Is anyone else seeing the same results or know if there is a way to adjust it so it does keep the number of the old case? I appreciate any advice you can provide.

Thanks

Re: I have a questions about the reclassify case feature added in NY.

Paul Curwen — Wed, 19 Feb 2020 16:44:43 GMT

It's working for us.

Just to check:

Under HR Administration > Transfer Case Configuration

make sure you have 2 configurations:

1. Reclassify

2. Standard

and check both are active = true

If they are, check the versions of both and ensure they are Source = Store Application: Human Resources Core

Re: I have a questions about the reclassify case feature added in NY.

Paul Curwen — Thu, 20 Feb 2020 13:05:41 GMT

Another point that may help. We have disabled the 'Transfer to a new case' option as our business does not want this as it leads to customer confusion if the Case Ref. ever changes. We have also made the 'transfer with existing case number' the default as shown below:

Re: I have a questions about the reclassify case feature added in NY.

shalini44 — Thu, 20 Feb 2020 15:16:40 GMT

Hey Paul, we are also going to disable 'Transfer to a new case' option as it can confuse the end user. I have a question about emails were sent and received before the case was transferred.

How do you display emails that were sent and received before the case was transferred? We use 'Send/Received Emails' under Configure available fields' to show emails sent from the case. In the NY instance past emails are not visible on the transferred case.

thanks!

Re: I have a questions about the reclassify case feature added in NY.

Austin17 — Tue, 10 Mar 2020 12:34:00 GMT

Thank you for your suggestions. We actually had a business rule to populate the subject person in the short description after the case was created. This business rule had update() in it. I guess causes issues like this. We were able to get rid of that business rule and the case transfer started working as designed.

Thanks

Re: I have a questions about the reclassify case feature added in NY.

Pooja Gupta4 — Tue, 04 Aug 2020 02:26:06 GMT

Hi Shalini,

Were you able to figure out a solution to transfer email communication to the transferred case?

Re: I have a questions about the reclassify case feature added in NY.

vps — Tue, 13 Oct 2020 00:33:13 GMT

I am also looking for a solution. Did you find the solution?