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Fluid - Solution From Previous Case Is Inserted In New Case (Doc ID 2497057.1)

Last updated on FEBRUARY 01, 2019

Applies to:

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

Symptoms

ISSUE STATEMENT
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When creating a new case through self service sometimes the answer from a previous case is inserted in the newly created case.


STEPS
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1. Consult a previously created case with a closed-status through the self service
2. Click on the details of the solution to display the full solutio
3. The status of the solution switches to 'read'
4. navigate to create new case
5. go through the steps to create a new case
6. After saving, consult the details of the new case
7. the previously read answer is inserted into the new case



Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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