HR case is not getting close complete from work In progress & also giving error Error Message

[Alex_3]

Hello All,

when a we changes the HR Case state to Closed complete the case record shows as complete and state changes back to work in progress.

The state does not change to closed complete but 'Ready' when the we tries to close the case using the UI button or changing manually the state, completing the case closure box.

And we are not finding the case in Active=true filter even though the state is Ready.

This above scenario is not happening if we close case from Ready to close complete, but it is happening when we are closing case from Work In Progress to Close Complete.

Also displaying error msg Error Message

"Access to api 'setWorkflow' from scope 'sn_hr_core' has been refused due to the api's cross-scope access policy"

Need help to figure out this.

Thank you

[Alex_3]

when we are trying to change the state form Work In Progress to close completed or close incomplete is was automatically setting it to Ready. it was MAYBE because of the BR "Test_close" was affecting as it contain setworkflow & current.update . but this BR has nothing to do with state ready, so suggested the OOB "Unassigned" setting the value "Ready" so I made it inactive just to confirm this Unassigned was setting the state to ready. But even though Unassigned is active false still state is setting to ready.

so my question here is BR "Test_close" has nothing to do with state ready and also Unassigned is false. How the state still setting automatically to ready after trying to close the case.

Thank You @Saurav11 

[Saurav11 · Accepted solution]

Hello,

Just to be sure ready is the default state set for many of the HR templates:-

You can do one thing please use script tracer:-

Start the tracer while performing the action of closing the case and it will be set to ready, then you can check what all scripts ran during the action and identify the script causing the issue.

Please mark my answer as correct based on Impact.