Transfer an HR case

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute 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.

    The base system includes two scenarios that agents can use when transferring HR cases from one service to another: Reclassify and Standard.
    Table 1. Differences between transfer scenarios
    Functionality Reclassify Standard
    HR case number Does not change

    The system closes the original case, creates a new one with the same number, and changes the number in the original case. This ensures that the subject person continues to see the same case number.

    		 Changes

    The system closes the original case and creates a new case. The subject person sees a different case number.
    Links Redirect to the new case Do not redirect from the original case to the new case
    Notification emails Not sent Sent to the subject person with closed and transferred case information
    The following apply to both Reclassify and Standard transfer scenarios:
    • 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.

    The sn_hr_core.reclassify_default_transfer sys property determines the default method to use after upgrade. For more information, see HR properties.

    You can configure additional transfer case scenarios by following these steps: Configure HR transfer case.