Case Serious Not Updating Automatically (Doc ID 2069335.1)

Last updated on JANUARY 07, 2025

Applies to:

Goal

Can you please provide an explanation as to why the Case Serious and Serious Notes fields are not updating in the following scenario?

1) Import an E2B message with the tag and one of the seriousness criteria tags (e.g., ) = 1.
2) Open the newly imported case. On the Analysis tab, confirm Case Serious = Yes and Serious Notes has an entry (e.g., SERIOUSNESSHOSPITALIZATION).
3) On the Events tab, uncheck all seriousness criteria and save the case.
4) View the Analysis tab.

Expected Results: Case Serious = No and Serious Notes is empty
Actual Results: Case Serious is still 'Yes' and Serious Notes still has an entry (e.g., SERIOUSNESSHOSPITALIZATION).

Can you please provide an explanation as to why the two fields are not matching expected results?

With the case and event seriousness values out of sync, this could result in missed or over reporting.
 

Solution

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