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
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Open an existing HR case.
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From Additional actions, select Transfer Case.
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From Transfer type:
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Transfer with existing case number: The HR case
number does not change, links redirect with new case, and work notes
transfer to new case.
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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.
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From New HR Service, select the HR service you want to
assign to your original case.
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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.