Transfer a case in Agent Workspace for HR Case Management

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Many cases are created as a General Inquiry case. After researching the employee's needs, you can transfer an existing case to a different HR service.

    Antes de Iniciar

    Role required: sn_hr_core.case_writer

    For information on configuring HR case transfer or classification properties, see Transfer an HR case.

    Procedimento

    1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
    2. Find the case you want to transfer.
      For more information on finding an HR case, see Using Agent Workspace for HR Case Management.
    3. Select the More icon more icon.
    4. Select Transfer case.
    5. Select one of the two options from Transfer type.
      • Transfer with existing case number: The HR case number does not change, links are redirected to the new case, and work notes is transferred to the new case.
      • Transfer to a new case number: The HR case number changes, links are not redirected, and work notes is not transferred. Both HR case numbers appear on the HR case for reference. The original case state is changed to Closed Complete and is canceled.
    6. Select an appropriate COE.
    7. From New HR Service, select the HR service you want to assign to your case.
    8. Click OK.
      When you transfer an HR case from one HR service to another, some field values are not transferred to the new case. The current case and its child tasks are closed.
      Nota:
      Priority is transferred from the original case and does not override the HR template for the new HR case.
      The subject 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.
      Nota:
      If the sn_hr_core.restrict_guest_email system property is False, text from an email appears in the Work notes field when the employee is responding from a personal email account. False is the default property.

      See Email setup.