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AAF Policies are Not being Executed from any TriggerPoint (Doc ID 2451545.1)

Last updated on SEPTEMBER 25, 2018

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.

Symptoms

On : 9.2 version, Other

ACTUAL BEHAVIOR
---------------
AAF Policies are not being executed from any Trigger Point (example: After a Helpdesk Case is saved).

EXPECTED BEHAVIOR
-----------------------
Policies should be executed when conditions are met.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Create a simple policy using triggerpoint "After a HelpDesk Case is Saved"
2. Make sure triggerpoint "After a HelpDesk Case is Saved" is Active
3. Open existing HelpDesk Case

4. Perform the condition on the policy to trigger the action.

5. Policy is not triggered.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, no notifications are being sent.

Changes

 

Cause

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