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Support Article

Cover count open -1 error while withdrawing cases



A Cover Open Count error occurs when withdrawing a case.

Error Messages

The Cover Open count is incorrect; it is -1

Steps to Reproduce

  1. Open the parent case.
  2. Select the Withdraw Work option from the Action menu.

Root Cause

An issue in the client application code or rules.
The standard ticket Status-Resolved was leveraged within a custom flow before a call to functionality to change to a Resolution stage. Since the Status-Resolved ticket is invoked during resolution of a work object, a loop scenario occurs where the Cover Count is decreased multiple times, ultimately beyond 0, causing the process to fail.


Perform the following local-change:

Modify the custom flow to avoid re-entering resolution processing after the Status-Resolved ticket is raised.

Published December 2, 2021

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