Unexpected notifications triggering when transferring an HR Case with existing number and 'transferred_from' empty


Description

When transferring an HR case, the 'transferred_from' field is empty on insert when using the ReclassifyCaseTransfer method.

This causes notifications to be sent that should not fire for transferred cases.

For duplicate notifications from a case transfer, see the related article PRB1379859/KB0811692.

Steps to Reproduce

  1. Select an existing "Work In Progress" HR Case.
  2. Transfer case to any other service, selecting the Transfer type 'Transfer with existing case number'.
  3. On the new record, review the audit history and note that the 'transferred_from' is populated on update 1, not 0.
  4. Check the sys_email logs, and see that there are notifications sent for the HR Case that should not be (e.g. out-of-box notification "Case {COE} has been opened").

Workaround

This problem has been fixed. If you are able to upgrade, review the Fixed In section to determine the latest version with a permanent fix your instance can be upgraded to.

If a workaround is needed, make the following change in the ReclassifyCaseTransfer script include:

Move newRecord.transferred_from = originalRecordSysId; (line 74) to right before line 61 containing if (!newRecord.insert())

NOTE: After applying this workaround in pre-Paris instances, transfers using the same number may result in notifications firing with subjects of the format "HR Case <NEW_NUMBER> transferred to <EXISTING_NUMBER>".


Related Problem: PRB1382098