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Support Article

Claim case doesn't show correct status on resolving Dispute case



On resolving Dispute cases, the Claim cases do not display the correct status of the Dispute cases.

Error Messages

Not Applicable

Steps to Reproduce

  1. Launch the Dispute Manager.
  2. Create a Claims case from '+New'.
  3. Enter the Account number and search for it
  4. Post the search, select the checkbox for May 19, 2019 Purchase (Goods and Services).
  5. Click the Create Claim button.
  6. Click 'Process potential duplicates'. 
  7. Enter some Comments.
  8. Click Submit.
  9. Select Dispute questionnaire, 'I don't recognize this transaction'.
  10. Select Yes > Does this help you recognize the transaction? Required'.
  11. Enter Comments and submit. Post Submit, the case is resolved with no action. 
  12. Click the Close icon. This closes the child case and the parent case window opens. The child case status still displays as New.

Closed  Child case:

Parent case displays New Status:

Root Cause

A defect in Pegasystems’ code or rules.
The section containing the parent case is never updated until it is manually refreshed. After the child cases are resolved and closed, the child case's previous status displays since the parent case section has the updated data.


Perform the following local-change:

The CaseMainInner2Col in the PegaCard-Sd-Claim class has a Section Include named ContainerSection.

For the ContainerSection, add the RefreshWhen condition as Declare_pzRecentsCache.pxUpdateDateTime Changes.

Published December 2, 2021

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