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PS_RC_ER_PRIOR_ASN TABLE Not Getting Updated Correctly (Doc ID 2506850.1)

Last updated on NOVEMBER 27, 2019

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

On : 9.2 version, Case Component

ACTUAL BEHAVIOR
---------------
When an employee relations case is assigned to two or more/multiple provider
groups and/or assigned to person, changes to any of the assignments without
including the last or most recent assignment row, empties the
PS_RC_ER_PRIOR_ASN table for that case id.

EXPECTED BEHAVIOR
-----------------------
Need the table populated correctly so that can send AAF notification (Email and Worklist) to the Assigned To and Provider Group

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Logon to CRM as Employee Relations(ER) user

By default, there is no user linked to any of the delivered ER roles (ERHD
Agent, ERHD Administrator, and ERHD Manager) so added all these roles to userid VP1.

Also, created a new Business Unit named ERHD and configure it to use HRU01
setid

Added the new Business Unit ERHD to Call Center Business Unit and filled in
the required information specifying the display template family CRM_ERHD.

Added the following tiles to My Homepage of VP1
- My ER Cases
- Create ER Case
- Search ER Case

2. Click Create ER Case
3. Assign it to more than one or multiple provider groups/Assigned To person
4. Query PS_RC_ER_PRIOR_ASN where CASE_ID = <your test case id>
5. NOTICE: The table is updated correctly.
6. Change ANY of the first two Assignments or both (do not touch the last
row) and save
7. Query PS_RC_ER_PRIOR_ASN again

ISSUE: Modifying any of the first two assignments without including the last
row, empties the PS_RC_ER_PRIOR_ASN table for that case id.



Cause

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In this Document
Symptoms
Cause
Solution
References


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