AAF: Unable to close a Support Case without adding a Solution. (Doc ID 1931468.1)

Last updated on MARCH 02, 2016

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.
***Checked for relevance on 02-Mar-2016***

Symptoms

In customer's implementation, the HR user should be able to close the case without any system restrictions. As standard the system will generate an error message saying that it is not allowed to Close - Resolve the Case without adding a Solution. Customer has created their own AAF policy to close a Case without a Solution, but this is not working.

When they try to close a Case without adding a Solution the error "This case cannot be closed." occurs.




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

1. Build a AAF Policy which automatically close a Support Case when Case Status is changed to "Closed - Resolved" without adding a solution to the Case, as described below

a) Trigger Point Name = Before a HelpDesk Case is Saved

b) Conditions = Case Status is changed to Closed-Resolved

c) Action Type = Case Update, Action Name = Close case, Action Objective = Case Update

d) in Configure Case Update Action window, go to section "Resolve Case" and select option "Resolve the Case with no update to Solution or Action status" 

 

2. Open an existing Support Case

3. Change Case Status to "Closed - Resolved" without adding any Solution to the Case.



Cause

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