Support Article

Open Service Cases are not populated for the interactions

SA-32013

Summary



Open Service Cases are not populated in the history tab, even though developer have open service cases for interactions.


Error Messages



Not applicable


Steps to Reproduce



1. Log into the system and launch interaction portal.
2. Start the interaction and then go to history tab which is in composite view.
3. Observe that open service cases are not populated for the interaction.


Root Cause



Developer is getting zero results from the database when he is running the particular query regarding 'HCServiceItemsByMember' report definition.

This is because there are no entries of member Id column in the 'MEMBER', 'SUBSCRIBER' tables and having this column entry only in 'WORK' table. 

But user is performing inner join on this MEMBER, SUBSCRIBER and WORK tables with member Id column.

It is expected that the member information to be present in all these tables as developer does not have these entries in the other two tables, that inner-join query fails to fetch results. Hence they does not see any service cases in UI.

Resolution



User is suggested to remove the class joins  of 'HCServiceItemsByMember' report definition  which are under Data Access tab.

Performing the above mentioned local-change will solve the issue.


 

Published December 30, 2016 - Updated January 10, 2017

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