ECM RT Cases Creates Only Low Status Cases (Doc ID 2721687.1)

Last updated on OCTOBER 21, 2020

Applies to:

Goal

Problem in the generation of RT cases, all RT cases are generated with low priority

Reviewing the documentation, we found this Doc ID 2690020.1, which indicates that the ECM 80718 patch must be installed. We have installed this patch but the problems continue.

The table FCC_CASE_PRIORITY is configured with the priorities and types, for the cases of CS batch works correctly. In the case_mgmt.jar file you can see that a query has been added to the KDD_CODE_SET_TRNLN, but the following check is made:
String casePriority = null;
String priorityDisplayValue = null;
if (inputData.has("casePriority"))
if (inputData.getString("casePriority") != null)
priorityDisplayValue = inputData.getString("casePriority").trim();
priorityParams.add(priorityDisplayValue);

That input data comes as an input parameter, supposedly it must already have the priority with information.

Solution

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