Reopen Case Option Appearing In Self Service Even Though Config Is Setup For Not To Allow It

(Doc ID 2320304.1)

Last updated on OCTOBER 23, 2017

Applies to:

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

Symptoms

On : 9.2 version, Other

ISSUE
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Reopen Case option appearing in Self service even though config is setup for not to allow it

The self service configuration under Setup CRM> Business Unit Related> Call Center Definition - Options Tab under self service unchecked Allow Case to be Reopened. However, when an employee closes a case by accessing it from My cases Tile and accepting a solution, the Reopen Case options is available to employees. This option should not be available as per the configuration.



STEPS
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1. Self Service configuration: Under Setup CRM> Business Unit Related> Call Center Definition - Options Tab under self service unchecked Allow Case to be Reopened
2. Navigate to HR Service Center and Click on the My Cases Tile.
Select a Case that has a proposed solution.
the case is in Open – Pending Employee Status
Click on a solution and select Yes, Close this case and Save
Case will get closed and the Reopen Case Button will be visible



Cause

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