Active Analytics Framework (AAF) Policy Is Not Able To Track Deletions Of Case Note Attachments (Doc ID 2045906.1)

Last updated on JUNE 08, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.

Symptoms

AAF policy is not able to track deletions of Case Note attachments

STEPS

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1. Create 2 AF policies, one that will track the addition of Case Note attachments, and one that of deletions:
2. Activate both Policies.
Make sure that the correct Tableset is setup for the ITHD SETID in Tools Tableset controls

3. Open an existing HD Case:

Go to Notes and add a new note:
Add an attachment and upload.

The case will autosave and the AAF policy will be triggered and Case history is updated.

4. Test the delete attachment policy:
Open the same Note that has an attachment and delete the attachment by clicking the Thrash can icon
Delete confirmation appears, press Ok
Case is saved, but the AAF policy was not triggered and The deletion was also not recorded in Case history

Cause

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