Walk-up Experience Fix

[Christopher17]

There is an issue that was uncovered by the Walk-up Experience add-on that needs to be addressed.

Issue: Walk-up technicians working out of the walk-up portal where reporting "zombie" interactions in their inbox. Interactions would be queued in the inbox only to have actually been already completed prior.

Replication: A customer signs into the walk-up kiosk. A walk-up technician would open the interaction ticket directly and not from the inbox. They would then complete the interaction and closing it.

Problem: The inbox for the walk-up experience is fed by the awa_work_item table. This table references the interaction table. The record in the interaction table is completed, but the reference record in the awa_work_item table would stay in the queued or pending accept state.

Custom Fix: We ended up creating a business rule against the interaction table that checks for a closed state and then updates the awa_work_item record to the appropriate completed state; thus removing it from the inbox.

Attached is the business rule to fix the issue.