Support Article

Case not getting resolved after wait shape completed

SA-36828

Summary



When using Pega Warranty, there is a dependency defined using a wait shape between the Return Material (RM) and Return Authorization (RA) cases.

When the RA case attains the 'Resolved-Completed' status the RM case should get resolved but instead it remains with the status 'New'.

This behavior started to occur after the installation of HFix-33131.

Error Messages



Not Applicable


Steps to Reproduce

  1. Create a Return Material (RM) case, which will generate a Return Authorization (RA) case in Pega Warranty.
  2. Resolve the Return Authorization (RA) case.
  3. Check the status of the RM case, it is showing 'New' instead of 'Resolved-Completed.'


Root Cause



A defect in Pegasystems’ code or rules.

Resolution



Apply HFix-33954.

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Published April 20, 2017 - Updated May 9, 2017

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