Is there any way to add the original mail after the HR case is transfered.

RG52
Tera Contributor

‎04-09-2025 04:12 AM

Hi community,

My goal was to preserve the original email in the newly transferred case so that users could respond to it instead of having it displayed in the activity's worknotes. 

Since this is an OOB flow, is there a way to accomplish this as right now when we transfer cases, the original email is lost and appears as Work Notes.Original case.pngTransfeered case.png

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Kieran Anson
Kilo Patron

‎04-09-2025 04:22 AM

I've not tried this, but for testing purposes

  • Identify the email record in sys_email
  • Modify the 'Target' field to your newly created case record and save
  • Refresh the case record. If you've already viewed the case you might need to delete the sys_history_set (so maybe don't view the case record ha!)

This is just a thought, I've not tested it 

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