question Transfer Case sends notification to Opened By in HRSD forum

Transfer Case sends notification to Opened By

tworzala — Wed, 29 May 2024 13:51:29 GMT

When we transfer an HR case, the requestor is getting a notification. Is there a way to turn that off? Its confusing for the requestor and they don't need to know that the case has transferred to a new COE.

Re: Transfer Case sends notification to Opened By

Robbie — Wed, 29 May 2024 14:14:32 GMT

Hi @tworzala,

This is easily configured.

Simply navigate to 'Notifications' as follows by typing 'Notifications into the Navigation menu:

Select the menu link under 'System Notification' > 'Email' > 'Notifications' - See below screen shot.

To turn the entire email off, simply set the 'Active' flag from true to false.

Alternatively, if you want the email to send the email to other users but remove the 'opened by', simply click on the notifications and navigate to the 'Who will receive' tab and add/remove accordingly. See below screen shots.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

Notifications:

HR Case Transferred emails:

Who will receive:

Re: Transfer Case sends notification to Opened By

tworzala — Wed, 29 May 2024 15:08:54 GMT

All of our Transfer notifications are set to false already. Here's the only notification we have on for this. Is there some filter condition I need to add?

Re: Transfer Case sends notification to Opened By

Robbie — Wed, 29 May 2024 16:06:01 GMT

Hi @tworzala,

Can you confirm this is the notification sent by verifying what you see in the 'What it will contain' section and by viewing the email to make sure it ties back to this notification?

Based on what I see, it's triggered by an event. My guess (without visibility of your instance) is that when the case is transferred, a comment is added to the case, which in turn is then triggering this email.

A possible way around this thinking out loud would be to add a condition that the assignee doesn't change, therefore it wouldn't trigger for these type of use cases. You will however need to test this under all types of use cases etc.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos. 

 Thanks, Robbie

Re: Transfer Case sends notification to Opened By

tworzala — Wed, 29 May 2024 16:21:36 GMT

Yes, I confirmed this is the notification that triggering. You are correct that when the case is transferred, a comment is added to the case which is why the email is triggering.

I don't think the assignee condition would work because we don't reassign the ticket to the requester when we make a comment to them. Is there a condition I could use to say if the case is transferred, don't send notification? Or a script?

Re: Transfer Case sends notification to Opened By

Robbie — Wed, 29 May 2024 16:48:17 GMT

Hi @tworzala,

Thanks for confirming.

When you state the ticket is 'Transferred'. what change or activity takes place? Is the ticket reassigned to another agent?

Whatever the event is, this is what we need to try and check for and provide a condition against.

This was my assumption, so whilst I agree the case would not be assigned to the requester, if the case gets assigned from Agent A to Agent B (which in turn adds a comment and thus triggers the email), we could add a condition that checks the assignee doesn't change, therefore it wouldn't trigger for these type of use cases.

I do need to point out that this was me thinking off the top of my head. It could be legitimate that tickets get transferred all the time and comments are also added.

It maybe that we either check for this via an event and script or we split the notifications - one for agents and one for the requesters but not under these conditions.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

Re: Transfer Case sends notification to Opened By

tworzala — Wed, 29 May 2024 16:56:50 GMT

Sorry, yes to clarify the "transfer" activity, we're using the Transfer Case functionality and we keep the existing case number. This is to transfer the HR case from one HR service/COE to another so we have accurate reporting. Our inbound cases come in as General HR Inquiry and then we transfer to the correct service.

Re: Transfer Case sends notification to Opened By

Robbie — Wed, 29 May 2024 17:57:25 GMT

Hi @tworzala,

So in this case, within the notification 'When to send' tab, you want to add the following conditions:

- When the 'COE' does not change AND when the 'New HR service' does not change

The reason we're configuring the 'does not change' element is because we only want this email to send when a comment is added. So essentially, were making sure when the HR Case is transferred as you've explained, this email will not trigger/send.

Please make sure you both test and think through other scenario's where you may need to reconsider this recommendation or if you need to split this notification.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

Re: Transfer Case sends notification to Opened By

tworzala — Mon, 03 Jun 2024 20:54:39 GMT

I just tried this but now its not sending the notifications at all. Even if I try to comment on the case after the transfer has happened, its not sending. Is it continually looking to see if the original COE & HR Service were something different than the current? Any other ways around this?