SA-32170

Summary

When user click "reopen" link to reopen a closed case, and then user click "Cancel" button. User expected that it will cancel the reopen action.

However, Pega just cancels the UI, but the "Reopen" assignment still there.

User requires advise on how to implement a "Cancel" button which can cancel the whole reopen action.

That is, after user click "Cancel", the case status still "Resolved-Status".

Error Messages

Not applicable

Steps to Reproduce

When user click "reopen" link to reopen a closed case, and then user click "Cancel" button. User expected that it will cancel the reopen action.
However, Pega just cancel the UI, but the "Reopen" assignment still there.

Root Cause

Confirmed from the Product management team, as its an expected behavior, refer to the below explanation.

Resolution

Explanation: When user clicked on the reopen link and then on  Cancel button, it still stays in the reopen assignment in the Out-of-the-box (OOTB) reopen flow.



The flow is messed up at this point since the case is already open, but the available actions are still "Reopen last stage" and "Change stage"."