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Support Article

Duplicate Interaction case created on launching an intent task

SA-48887

Summary



After launching an intent from the AddTask button, in an Interaction, a new interaction with the same interaction ID is created and a new service case is opened.


Error Messages



Not Applicable


Steps to Reproduce

  1. Log in to the application.
  2. Launch the Interaction portal.
  3. Create a new interaction and launch any intent from AddTask.


Root Cause



An issue in the custom application code or rules.

A single pyAddRecentListItem data transform was used to create an interaction and service case work objects.



Resolution



Here’s the explanation for the reported behavior:

Code must be inline with out-of-the-box to create different pyAddRecentListItem data transforms in corresponding classes and different types of work objects.


Published March 19, 2018 - Updated December 2, 2021

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