Support Article

Different behaviour in I-Cases and SR Cases

SA-29407

Summary

When opening an Inbound correspodence case from a work basket and close without any modification, the work object will go back to the workbasket.

Error Messages



Not Applicable


Steps to Reproduce

  1. Launch Interaction portal. 
  2. Go to My Workbaskets. 
  3. View the queue for any work basket. Ex: 'Inbound Correspondance' 
  4. Open an I-case and observe that it is moved to work list.


Root Cause



When opening an Service Request case from a work basket and close without any modification, the work object will go back to the workbasket. But for the same scenario in Interaction cases, I- case will be assigned to work list of the user. 

This use case has a problem when coming for Inbound correspondences. I-cases are assigned to a work basket when an Emial/Fax comes in to create an I-cases. For ex- Inbound Correspondence of class PegaCA-Work-Interaction-Incorr. 

OOTB inbound correspondence gets assigned to a work basket. If a user is trying to open the workobject, that is assigned to the worklist of the user.  This happens due to Step 7 in 'CPMPerformDefaults' activity which is an extended version of activity present in class PegaCA-Work-Interaction for I- cases. This was getting called even for Inbound correspondences. 

As part of the hotfix, code is corrected to copy work items to current operator's worklist when opening from workbasket.

Resolution



Apply HFIX-29724.

 

Published October 20, 2016 - Updated October 26, 2016


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