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Support Article

Updated work information does not reflect on reopening the case



While reopening the case, the updated work information does not reflect in the case.

Error Messages

Not Applicable.

Steps to Reproduce

  1. Resolve exception case and reopen the case
  2. Change the amounts and dates in the Work information tab
  3. Click Submit. Updated data does not reflect in the reopened case

Root Cause

A defect in Pegasystems’ code or rules. 

There were two problems blocking this feature from working correctly:
  1. The 'update work case' link was missing
  2. The pyInquiryAmount was present in two harnesses and was editable in both. The second editable value, when left unchanged, overwrote the first editable value that was changed by the user


To resolve the first issue, apply HFix-22537 and HFix-28356.

To resolve the second issue, apply HFix-31963.

For more information on the available list of hotfixes for Smart Investigate, refer the below article:


Published July 23, 2018 - Updated December 2, 2021

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