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Support Article

Case shows data from the wrong case

SA-36286

Summary



When using Get Next Work, sometimes users see cases that show their data from the wrong case.
For example, user might open WO-123 and see data from WO-456.


Error Messages



Not applicable


Steps to Reproduce

  1. Click 'Next Assignment' to pull one case.
  2. Click 'Next Assignment' to pull another case.
  3. ​Observe that the second case may have data from the first.


Root Cause



An issue in the custom application code or rules. When a new case is opened and a tab created, it should launch on a new Thread.

Resolution



Perform the following local-change:

When launching the new case, use param.AccessGroupName + .pyID as the name of thread.
Suggest Edit

Published April 24, 2017 - Updated December 2, 2021

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