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Description

We found that field changes, close notes comments are copied twice to activity stream when we close a case. This issue is observed in Kingston as well

 

Steps to Reproduce

  1. Open any existing open case. Enter close notes and click on close case.
  2. Check the activity stream and observe that state changes, close notes are copied twice.

    Refer the screenshot attached.

Workaround

 

Please update the business rule: "Close escalation" (sys_script_9097abeeb3500300ff6e6e5f26a8dcb1.xml ) in the following way:

- Set When field to 'before' (this is currently set to after).

- Remove the redundant update call line 15. This can be commented out or deleted.


Related Problem: PRB1246056

Seen In

SR - IRM - GRC Profiles - Madrid 2019 Q2
SR - IRM - Policy and Compliance - Madrid 2019 Q2
SR - IRM - Risk Management - New York 2019 Q3

Fixed In

London

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-10-23 13:41:51
Published:2018-08-28