Support Article
Data loss when failed offline case is routed to error workbasket
SA-57933
Summary
Data loss occurs when an offline case fails Sync and is routed to an error workbasket.
Error Messages
Not Applicable.
Steps to Reproduce
- Log in to the application
- After a case fails Sync, check the error workbasket
- Open the case and verify the data integrity
Root Cause
When a sync issue occurs while processing the actions, the case is moved to the configured error sync workbasket or the default work basket. The last instance of the pyWorkPage of the failed case has all the data till the failed assignment. However, after pyWorkPage diff changes, only changed data is sent. When a sync error happens, only the pyWorkPage of the last failed assignment is saved. All the data submitted in the earlier actions is lost.
Resolution
Apply HFix-43967.
Published July 23, 2018 - Updated October 8, 2020
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