Support Article
When rule applied on Case Wide Actions does not work
SA-23632
Summary
User has created a local action X to show conditionally in the other actions menu based on status or stages or when other local actions are open. In order to do this user has created a case wide local action X and a relevant When condition abc.
The issue is that the local action X is displayed in the other action menu, when another local action Y or Z is open, seems that When rule abc does not execute. The expected behavior is it should hide X, which is not happening in the user's case.
Error Messages
Not Applicable.
Steps to Reproduce
1. Create a case.
2. Create a flow action.
3. Create a When rule to hide this flow action when another flow action is called.
4. Call it as a case wide local action with the When condition.
Root Cause
When rule execution is occurring when an assignment is submitted and when the newAssignPage is not fully updated.
Resolution
1. Create a When rule in Work- where user has one more check for the flow action name to filter.
The second conditions remain same and modify the filter logic to “!A OR (A AND B)”
2. Override pyWorkActionsPerform in the case respective class.
For the second Item List which uses pyLocalActionsList pagelist property, update the visibility to when rule with the one created in step 1.
Published May 30, 2016 - Updated October 8, 2020
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