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After transferring hr case, if user replies to the outbound email of original Hr case, reply is not updated in the hr case record. - Support and Troubleshooting
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  • After transferring hr case, if user replies to the outbound email of original Hr case, reply is not updated in the hr case record.
KB0815898

After transferring hr case, if user replies to the outbound email of original Hr case, reply is not updated in the hr case record.


742 Views Last updated : Apr 8, 2024 public Copy Permalink
KB Summary by Now Assist

Issue

After transferring hr case, if user replies to the outbound email of original Hr case, reply is not updated in the hr case record.

Resolution

After transferring the case with existing case number, when an inbound email action is triggered the email is copied as comments to the new case created with same number. Customer has to enable Additional Comments(Customer visible) from the Activity filter to see the inbound email as the comment for the new case.


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