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Support Article

S-case does not display as completed on clicking close/cancel

SA-56406

Summary



Service case (S-case) does not display as completed after clicking close/cancel. This occurs sporadically when the left panel is not updated as completed.


Error Messages



Not Applicable.


Steps to Reproduce

  1. Open a S-case
  2. Click the Cancel button
  3. Click some other action before the screen refreshes


Root Cause



An issue in the custom application code or rules. The custom button called a refresh section before calling the Cancel action. The section refresh and the immediate action after that resulted in a race condition.


Resolution

Perform the following local-change:
  1. Replace the 'refresh section' action with a 'run activity' which executes faster. It also does not refreshes a section which is simultaneously being removed
  2. Add a call to the top.showCPMBusyIndicator script as the first action of the configured button
  3. Set a source parameter of 'driver' in the top.showCPMBusyIndicator script. This displays a busy indicator which prevents the user, no matter how fast, from clicking on an additional action before the cancel takes effect
 
 

Published July 23, 2018 - Updated December 2, 2021

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