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Support Article

pxCoveredCountOpen does not decrease when agent closes case

SA-15701

Summary



A configuration creates parent case and several sub cases. These sub cases are processed and resolved by an agent, so they end up as Resolved-Completed but the pxCoveredCountOpen on corresponding Parent is not 0, it is a positive number, such as 1 or 2.
The conclusion is that the parent case is not automatically closed because the 'AllCoveredResolved' ticket is not raised.
The behavior is sporadic. It seems that the Work-.Resolve activity is executed but only resolves the case and does not decrease pxCoveredCountOpen value.


Error Messages



Not Applicable


Steps to Reproduce

  1. Create a Parent case with multiple children
  2. Create a custom agent running on both nodes to process child cases
  3. At some point, all child cases will be closed but Parent has an incorrect pxCoveredCountOpen.


Root Cause



When an agent is processing a Covered case, the lock on the associated Cover will not be taken by default. Hence, depending on the configuration, the system can process the child without updating the parent.

Resolution



On the very first steps of the activity triggered by the agent, an “Obj-Open-By-Handle” method was used to open the Cover case to get important information but without the lock.
As a local-change, obtain the lock on the Parent before processing the Child to ensure a correct value for pxCoveredCountOpen later.

Published January 31, 2016 - Updated October 8, 2020

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