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Support Article

Cases not getting though tasks resolved

SA-26903

Summary



Parent cases are not getting Resolved in a parent-child work object scenario, though all the child tasks are in Resolved-Complete State. 

In the Application, the "Resolved" Status is in camel case, but child cases have "RESOLVED" (Note: all CAPS letters) status in all uppercase.


Error Messages



Not Applicable


Steps to Reproduce

1. Create a parent - child work object scenario.
2. Set status of parent case to be resolved if all child cases are in resolved state.
3. Resolve all child cases and check the status of parent case.

Root Cause



UnresolvedWorkInACover listview rule has a condition that checks .pyStatusWork does not start "RESOLVED". 

Resolution

Check IgnoreCase checkbox in the rule to avoid comparing case mismatch.

Published August 25, 2016 - Updated October 8, 2020

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