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Workflow Policy Evaluation Issue involving Direct Parent and Child (Doc ID 2485468.1)

Last updated on JULY 21, 2020

Applies to:

Siebel Call Center - Version 8.1.1.14 [IP2014] and later
Information in this document applies to any platform.

Goal

I noticed a Workflow Policy issue were the Account record being changed and S_ESCL_REQ is updated for that record. I noticed that S_ESCL_LOG shows that all the Child Accounts also violated the policy when they are not even updated (LAST_UPD is not changed in S_ORG_EXT). I checked the SQL and only see the one update statement on the parent account only. Why would the child accounts also be evaluated? The results are false notifications.

The policy is checking for an Account Status = Former Customer and will email a team some instructions. For any Child Accounts previously set to Former Customer an email is erroneously sent.
 

Solution

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In this Document
Goal
Solution
References


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