We recommend switching to the latest versions of Edge, Firefox, Chrome or Safari. Using Internet Explorer will result in a loss of website functionality.

Owner name getting cleared when Terminal state is checked in case search screen

Comments

5 comments

  • Avatar
    Abhijith Kishore

    Hi Jeff,

    We are currently having the same workaround that you suggested above, where a new field is created in the case store with the same datatype and semantic type as that of the Owner field and then the value of Owner is assigned to the newly created field in Edit Script options present in transition line of workflow.

    Regards,

    Abhijith 

    1
    Comment actions Permalink
  • Avatar
    Jeffery Brown

    Hi... This is expected product behavior to prevent a user from "Owning" a closed case and even having it removed from a queue.  However, having a tracking mechanism as to the Owner of the record (regardless of state) is a valuable use case.  My only other work around would be to have a new field that needs to be filled in a transition scree with a user's name prior to terminal state. 

    However, thanks for the feedback. This has been added as an enhancement for future consideration.

    0
    Comment actions Permalink
  • Avatar
    Abhijith Kishore

    Hi Jeff,

    Can you please let us know when this enhancement can be expected and on which version of DQ+, would this be available.

    Regards,

    Abhijith

    0
    Comment actions Permalink
  • Avatar
    Jeffery Brown

    With the workaround, what value does having Owner remain in the record? Basically, what issues are facing with the current setup?

    0
    Comment actions Permalink
  • Avatar
    Abhijith Kishore

    Hi Jeff,

    With the current workaround, the problem is, whenever a person is trying to complete (or) close the case, the owner name is displayed with the name of the user who had transitioned the case prior to terminal state.

    For eg: A case is worked upon by a user "A" who transitioned from "Open" state to "In-Progress" state. The Manager of User "A" (User "M") thinks that the case is invalid and closes the case. With the current workaround, in the Owner field "A" is displayed instead of his manager "M".

    Regards,

    Abhijith

    0
    Comment actions Permalink

Please sign in to leave a comment.