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Support Article

Case status is not updated when message is detached

SA-24644

Summary



The case status is not updated when a message is opened from the attachment list and detached. The status still shows "Pending-ReviewMessage" even though there are no more messages to review.


Error Messages



Not Applicable


Steps to Reproduce

  1. Open an attachment from the attachment list pane.
  2. Click Detach.


Root Cause



The application is not designed to update the status when opening the attachment from the attachment list and clicking detach.

Resolution



The message should be detached from the MessageReview flow by selecting the Review Message assignment link and selecting the Detach flow action. This process will iterate through the attachments to check the status and update the case status accordingly.

 

Suggest Edit

Published June 20, 2016 - Updated December 2, 2021

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