Case Action Status on Resolved to "Blocked by Customer"

[Nishant16]

I need to set the Action status to "Blocked by Customer" whenever the Agent resolves a Case for a Customer. This action status should remain until the customer accepts the solution.

Now Out of box there are flows governing the action status, and when i am writing a before BR to update the Case action status, it is updating the action status however the OOB flow is also running and later updating the case action status to empty on resolve.

Can someone help me on the situtation?

[mcconnellsj]

I wouldn't try to write to the field outside of the case action flows.  As you have found, you will be conflicting with them.

I would try to amend the flows themselves instead.

[Nishant16]

Hello 

Can you please help me on the query?

 I updated the subflow as suggested by @kashifansari07 as belw:

However it only updates the action status when the needs attention action is true, when the needs attention is not the action status, it is not updating the action status to Blocked by customer on resolving the case?

[kashifansari07 · Accepted solution]

try updating the subflow which updates the Case action status on resolved as below:

Please mark this as Correct answer or helpful for others if this resolves your query.

[Nishant16]

hi Kashif,

This only updates the action status when the needs attention action is true, when the needs attention is not the action status, it is not updating the action status to Blocked by customer on resolving the case?