Strategy Work Item Ignoring Wait Times if the Work Item is Completed From the Details Button (Doc ID 3077894.1)

Last updated on APRIL 02, 2025

Applies to:

Symptoms

If a work item with a post wait time is changed to 'Complete' in the Details screens, the wait time for that work item is then skipped and the next work item opens after the IEXSTRY workflow is run.

If the work item is completed via the Strategy tab, the wait time works as expected.

Steps to Reproduce:

Responsibility: Collections Agent
Navigation: Collections

1. Create a strategy with 2 work item
   Work Item is a Phone Call with post wait of 5 days.
2. Assign the strategy to a customer, the first work item is open
3. Using the Details button, change the Status field to 'Complete', and click OK
4. Run the Workflow Background Process for both IEXSTRY workflow type. Once it complete, the next work item opens immediately without waiting 5 days.

Cause

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