Need attention setting to true

[dhcd]

After case state is resolved and later if I add any additional comments then need attention is setting to true , how it is happening

There is one OOTB flow called 'set need attention if additional comments added by others',

I have deactivated but still need attention is setting to true , after adding additional comments after state is resolved

How it is happening?

[Muhammad Hamza]

Hey @dhcd ,

After deactivating the flow, it should stop setting Needs Attention. Make sure you have also deactivated the flow for the Order Case(csm_order_case) table (child of case table), cause Order Cases also appear in the Case table due to inheritance.

OOTB Flow for Case (sn_customerservice_case):

Set Needs Attention if additional comments are added by others

OOTB Flow for Order Case(csm_order_case):

Set Needs Attention if additional comments are added by others on order case

I have tested by deactivating the flows in my PDI, the needs attention field does not set after that. If it's still not working, there may be another business rule or flow.

Kindly appreciate the efforts of community contributors by marking appropriate response as the correct solution and helpful, this may help other community users to follow the right solution in the future.

Thanks,

Hamza