EAR9.2: Closed Customer Conversation Promise Broken Showing Wrong Promise Status (Doc ID 2798361.1)

Last updated on SEPTEMBER 25, 2023

Applies to:

Symptoms

Customer promise Broken status issue is getting reopened when the conversation is closed

Replication steps:

Setup Action Code Setup
Setup Action Template Setup
Setup Condition Definition
Setup Assessment Rule Setup- This is done at Customer Group level but the results are the same even if this setup is done at the SetId level
Setup Customer Details
Customer Collector set up.
Setup Promise Date Options
Enter a Customer Conversation
Mark it as a Promise to Pay Conversation and enter the following details.
Mark Promise date as today (for purpose testing immediately and generating CPDB action )
Run Condition Monitor Process
Action For Promise Date Broken created for the customer
Click on Action to open action Detail page.
Conversation Page shows Promise Status as Broken
User decided to close Conversation and changes status to ' Closed¿ and Clicks on 'Done'.
When he clicks on Apply to make the changes the Promise Status changes to 'Open'.

Cause

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