Case Transition Exception - Transition From BILL-ACCOUNT To CUST-CONTACT Failed (Doc ID 2952049.1)

Last updated on MAY 31, 2023

Applies to:

Symptoms

On: 2.8.0.0.0 version, Framework

Case Transition Exception - Transition from BILL-ACCOUNT to CUST-CONTACT failed

Billed theft, want to transition the case, but unable to due to the error below. It seems that it won't make the customer contact because the case ID is required for the Case type: CM-RELK-SMSC and Case Type: CM-DISPUTE

ERROR
-----------------------
Auto-Transition Details

The transition from BILL-ACCOUNT to CUST-CONTACT failed by entering the Procession plug-in (010)
-CMRELKSMSCCC.
Foreign Key Reference is required for Characteristic The Case (C1-CASE).

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
Billed theft, want to transition the case, but unable to due to the error below. It seems that it won't make the customer
contact because the case ID is required for the

a. case type: CM-RELK-SMSC,

Auto-Transition Details

The transition from BILL-ACCOUNT to CUST-CONTACT failed by entering the Procession plug-in (010)
-CMRELKSMSCCC.
Foreign Key Reference is required for Characteristic The Case (C1-CASE).

b. case type: CM-DISPUTE

Auto-Transition Details

The transition from BILL-ACCOUNT to CUST-CONTACT failed by entering the Procession plug-in (010)
-CMRELKSMSCCC.
Foreign Key Reference is required for Characteristic The Case (C1-CASE).

Note: we believe while transitioning the case when the system tries to create the customer contact it is not getting the Case id
for characteristic type: C1-CASE.

1. Find a Case with the case type: CM-RELK-SMSC with the status: BILL ACCOUNT.
2. Click on continue.
3. Transition failed by giving error.
Other impacted case types found: CM-DISPUTE

Changes

Cause

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