CRM: Category, Type and Detail Cannot Be Inactivated (Doc ID 1551062.1)

Last updated on FEBRUARY 23, 2016

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM HelpDesk - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM Support - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM Support - Customer Self Service - Version 9.1 to 9.1 [Release 9]
PeopleSoft Enterprise CRM HelpDesk - Employee Self Service - Version 9.1 to 9.1 [Release 9]
Information in this document applies to any platform.

Symptoms

CRM application does not allow a CTD to be inactivated if it is tied to a case in any Open or Hold status.

ERROR: The Category/Type/Detail combination cannot be inactivated.
It is currently in use buy an open Case, a Quick Code, Business Unit default or an AAF policy action.

The issue can be reproduced at will with the following steps:

  1. Navigate to Set up CRM > Product Related > Call Center >Case Status
  2. Create a new case status called Cancelled-Test in case status category of Cancelled
  3. Navigate to Set Up CRM > Product Related > Call Center > Combine Category/Type/Detail
  4. Create new CTD combination
  5. Create a new case and assign to this CTD combination created
  6. Cancel the case using the new status you created in step 1
  7. Go to the CTD Combination page (Set Up CRM > Product Related > Call Center > Combine Category/Type/Detail) and try to inactive the CTD combination
  8. See this error message:

The Category/Type/Detail combination cannot be inactivated
It is current in use by an open Case, a Quick Code, Business Unit default or an AAF policy action.

Due to this issue, users cannot inactivate the CTD combination even no existing cases in Open/Hold status.

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms