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Support Article

Service case does not open with Interaction case work object

SA-12531

Summary



The Interaction case work object, when opened, does not open the last opened Service case.


Error Messages



Not Applicable


Steps to Reproduce



1. Launch CPM CSR Portal.
2. Create a phone call and select an intent from action tasks to open a Service case.
4. Close or refresh browser.
5. Search for the l- created case from work list.
6. Open the I- case and observe that the Service cases doe not open.


Root Cause



In Step-8 of the activity, "CAGetSvcCaseAssignmentsByInteraction",  the query to get service cases for the interaction case is building wrongly. It is firing with '=ClassGroup' instead of 'LIKE ClassGroup%'. Hence, no service cases are found and opened.

In the map, ‘CAApplicationSettings’, for ‘ServiceClassGroup’, the response is set to a class which is not a class group. It should be a ClassGroup. Thus the query formed in Obj-Browse was not a LIKE query.

Resolution



Add correct ClassGroup name to ServiceClassGroup in ‘CAApplicationSettings’ map to resolve the issue.

Published July 31, 2015 - Updated December 2, 2021

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