---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Transfer an HR case

# Transfer an HR case {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read

You can create and use methods to reclassify or transfer an opened HR case from one HR
service to another. Oftentimes an HR case opens as a General Benefits Inquiry. After
investigating, you can transfer it to the applicable HR service.

You can configure different transfer case scenarios. There are two (2) methods you can use to
transfer an HR case created with an HR service to another HR case with a different HR
service.  
The base system provides:

* Reclassify:
  * The HR case number does not change after transferring an HR case from one HR service to another.
  * Links redirect to the new case for the following users:
    * Opened for: Person that the HR request was opened for.
    * Subject person: Person that is the subject of the HR request.
  * Notification emails are not sent for reclassification cases.
  {#reclassify-hr-case__ul_rpv_sls_m3b}
* Standard:
  * The HR case number changes when transferring an HR case from one HR service to another. Both HR case numbers appear on the HR case for reference.
  * Links do not redirect from original case to new case.
  * The subject person receives a notification email with the closed case and transferred case information.
  {#reclassify-hr-case__ul_jkq_wls_m3b}
* Common to both Reclassify and Standard:
  * Fields from the current case are copied and moved to the new case.  
    Note:  
    The sn_hr_core.transfer_case.ignored_fields sys property can be set with fields that are not copied in an HR case transfer.
  * Work notes copy from original case to new case.
  * Attachments are copied and moved from the current case to the new case.
  * Previous interaction records from the current case are copied and moved to the new case.
  {#reclassify-hr-case__ul_xjw_lhq_3mb}
* Sys property:The sn_hr_core.reclassify_default_transfer sys property determines the
  default method to use after upgrade. For more information, see [HR properties](https://www.servicenow.com/docs/G5UOlx93B5cXYIF5LUKtHw "HR properties control the behavior of HR Service Delivery.").

{#reclassify-hr-case__ul_mgc_nvz_mhb}

## Configure HR transfer case {#ariaid-title2}

The base system provides examples of HR transfer case configuration types. You can
also create your own.

### Before you begin

Role required: sn_hr_core.admin

### About this task

If you are creating a transfer case configuration, you must also create a script include to implement the sn_hr_core HR case transfer extension point. For more information, see [Registering custom script includes against the scripted extension
points](https://www.servicenow.com/docs/access?context=impl-scripted-ext-pts-base-code&version=australia&pubname=australia-api-reference&ft:locale=en-US).  
Refer to the existing script includes as examples:

* hr_TransferCase
* ReclassifyCaseTransfer
* StandardCaseTransfer
{#config-hr-transfer-case__ul_gz5_2qs_m3b}

The hr_TransferCase script include provides a list of fields ignored in the transfer and acts as a utility for the other two script includes.  
Note:  
Refer to [Script includes](https://www.servicenow.com/docs/access?context=c_ScriptIncludes&version=australia&pubname=australia-api-reference&ft:locale=en-US).

### Procedure

1. Navigate to AllHR AdministrationTransfer Case Configuration.
2. Select New.
3. Fill in the form.  
   {#config-hr-transfer-case__table_o31_kh1_nhb__entry__2}

   | Field | Description |
   |-|-|
   | Name | The name of the HR case transfer type. The defaults are: * Reclassify * Standard {#config-hr-transfer-case__ul_p2x_nms_m3b} |
   | Display text | The HR case transfer type that appears on the Transfer Case menu from the HR case form. The defaults are: * Transfer with existing case number * Transfer to a new case number {#config-hr-transfer-case__ul_l5s_rms_m3b} |
   | HR criteria | Defines what HR agents can view and use this transfer type when performing an HR case transfer from the HR case form. See [HR criteria](https://www.servicenow.com/docs/P_eM1qvP22a9DYc9UxVU2w#hr-criteria "HR criteria defines the audience for HR content, services, or cases. You can make information available to or create an HR case for specific groups, individuals, or to all employees using HR criteria."). Note: When defining conditions like case sensitivity or null values, see API [GlideFilter - Scoped, Global](https://www.servicenow.com/docs/access?context=c_GlideFilterScopedAPI&version=australia&pubname=australia-api-reference&ft:locale=en-US). |
   | Is default | Indicates that the transfer type is the default and appears first in the Transfer Case menu from the HR case form. Note: To mark a transfer type as the default, click the Set as Default button at the bottom. |
   | Active | Indicates if the HR case transfer type is active and available for use. Inactive indicates that the transfer type does not appear in the Transfer Case menu from the HR case form. |
   [Table 1. HR Transfer Case Configuration]

   {#config-hr-transfer-case__table_o31_kh1_nhb}
4. Select Submit or Update.

## Move an HR case from one HR service to another {#ariaid-title3}

You can reclassify an HR case that you originally create under one HR service but
want to move it under a different HR service.

### Before you begin

Role required: sn_hr_core.case_writer

### About this task

You can also retain the details of the original case. For example, you can take a General Inquiry case and reclassify it as a Medical Benefits Inquiry case.

### Procedure

1. Open an existing HR case.
2. From Additional actions, select Transfer Case.
3. From Transfer type:
   * Transfer with existing case number: The HR case number does not change, links redirect with new case, and work notes transfer to new case.
   * Transfer to a new case number: The HR case number changes, links do not redirect, and work notes do not transfer. Both HR case numbers appear on the HR case for reference.
   {#TransferHRCase__choices_gq2_3gz_mhb}
4. From New HR Service, select the HR service you want to assign to your original case.
5. Select OK.  
   The current case and its child tasks close. When you transfer an HR case from one HR service to another, some field values do not transfer to the new case. The Opened for person receives a notification email with the closed case and transferred case information. Replies to the email appear in the Comments section of the HR case. If the subject person replies to the email associated with the closed case, the reply appears in the comments for both the closed and transferred cases.  
   Note:  
   If the sn_hr_core.restrict_guest_email system property is False (default), text from an email appears in the Work notes field when the employee is responding from a personal email account.

   See [Email
   setup](https://www.servicenow.com/docs/access?context=c_EmailConfiguration&version=australia&pubname=australia-platform-administration&ft:locale=en-US).

*[\>]: and then