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Support Article

Case wide actions open in an incorrect context

SA-87984

Summary



User configures parent and child cases. The user must be able to open a child case from a parent case using Show in the Ajax container option. The user must use the reassign functionality instead of using the out-of-the-box pyTransferAssignment flow action. The Transfer option is lost on selecting it from the case menu. It is noted that the transfer assignment action is run on the parent case instead of the child case when user closes the assignment and returns to the parent case. However, the Reassign function uses a parent case on opening a child case in the Ajax container.

Error Messages



Not Applicable


Steps to Reproduce

  1. Create a parent case with an associated child case
  2. Ensure that the child case contains pyTransferAssignment on the case wide actions
  3. Add a button to the parent case User Interface (UI) which opens the child case work object in the Ajax container 
  4. Open the child case and transfer the assignment to another operator. The section refreshes
  5. Return to the parent case. It contains the section used for pyTransferAssignment 


Root Cause



An issue in the custom application code or rules. Flow key is required to launch a local action in the assignment context.

Resolution



Perform the following local-change: 
Pass the flow key as a parameter OnClick on action.




 
Suggest Edit

Published December 2, 2021

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