Transferring task with Work Queue Manager - Service Request Tasks Option is Updating the LAST_MODIFIED_USERID and LAST_MODIFIED_DATE for all Tasks in the Order (Doc ID 2108104.1)

Last updated on JULY 14, 2020

Applies to:

Symptoms

PROBLEM STATEMENT

Transferring Tasks in MSS are incorrectly updating the LAST_MODIFIED_USERID and LAST_MODIFIED_DATE values of all associated tasks on the order.

When an open task in MSS is transferred to another work queue, the LAST_MODIFIED_USERID and LAST_MODIFIED_DATE values are updated for ALL tasks associated with the order,
instead of only the task that was actually updated (which is the one that is being transferred).

The tasks that are being incorrectly updated include closed tasks, for which updates should be prevented.

We are aware that this information is also captured in the notes, however the free-form text nature of this field poses additional challenges in
parsing this information and does not appear to be an acceptable workaround at this time.

EXPECTED BEHAVIOR

Transferring tasks to another work queue should update only the affected tasks.

STEPS

The issue can be reproduced with the following steps:

1. In Work Queue Mgmt
2. Select a task and right-click it and choose the option Service Request Tasks
3. Make the desired changes in the work queue for the task
4. Save on exit

5. The last_modified_user and last_modified_date are updated for ALL tasks associated with the order.

6. Doing the same changes using the Service Request Search - Task Maintenance produces the same unwanted behavior
  User can get to this window by right-clicking the task and selecting Service Request Wizard or, from Order Mgmt

7. In either cases making NO changes, but saving on exiting the window, updates the last_modified_user and last_modified_date for all tasks in the order.

Changes

Cause

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