Support Article
"Open Work Item" Action opens incorrect sub-case.
SA-58485
Summary
On the Contract Information Review Card, clicking the «Offer» (Offer unique ID) field link opens an incorrect sub-case, «Dictionary Update», instead of the - O-case Offer Registration work object.
The «Dictionary Update» is a sub-case of «Offer Registration».
However, if the sub-case of the dictionary update is not created, the «Open Work Item» action works correctly. The link in «Offer» field works correctly if the sub-case is not present.
Error Messages
Not Applicable
Steps to Reproduce
- Create a case, Offer Registation (O-case).
- Start the Dictionary Update (DU-case) sub-case.
- Finish the main case, Offer Registration by Resolving (the contract is successfully registered. The O-case status is Resolved-Completed).
- Search the Registered contract and open the Contract Review card.
- Click the link in the Offer field to open the work item.
Incorrect behavior:
After clicking the link, an incorrect sub-case «Dictionary Update» opens.
Correct behavior:
After clicking the link, the Offer Registration (O-case), the main case, opens.
Root Cause
A defect or configuration issue in the operating environment.
The Open Work Item action functionalty is used to lauch the parent case by passing the parent case ID. The parent case does not have any assignment and its job is to create child cases. Only the child cases have assignments.
The Open Work Item action launches the work object in the Perform Mode. Hence, it is the Perform mode which opens assignments and the parent does not have any actionable form. It opens child case assignments.
Resolution
Perform the following local-change:
Use the Open Work by Handle action instead of Open Work Item, and pass pzInsKey. This action opens the parent case in the Review mode.
Alternatively, create an activity to fetch the parent case key using the work object ID. However, a predefined utility or action is not present to retrieve the INS key using the ID.
Published November 29, 2018 - Updated October 8, 2020
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