When a case is created it is in new state in dev and test, but in prod it's in open

[Hanook]

Hi All,

I have one requirement to be implemented for cases.

Whenever a new case is created, the State is In new in the dev and test instance. 

whereas in prod the status is in open.

Can anyone tell me why it is changing in the prod environment? 

[Ahana 01]

The difference in behavior between your development, test, and production environments could be due to a number of reasons. Here are some possibilities:

1. Different Workflow: The workflow associated with the case creation might be different in your production environment compared to your development and test environments. Check the workflows and see if there are any differences.

2. Business Rules: There might be a business rule in your production environment that is changing the state of the case upon creation. Check your business rules for any that might be affecting the case state.

3. Data Policy: A data policy might be in place in your production environment that is not in your development or test environments. Check your data policies for any that might be affecting the case state.

4. UI Policy: There might be a UI policy in your production environment that is changing the state of the case upon creation. Check your UI policies for any that might be affecting the case state.

5. Script Includes: There might be a script include that is running in your production environment that is not running in your development or test environments. Check your script includes for any that might be affecting the case state.

6. Different Configuration: The configuration of the case table or the case form might be different in your production environment compared to your development and test environments. Check the configuration settings for any differences.

7. Different Data: The data in your production environment might be different from the data in your development and test environments, which could be affecting the case state. Check the data for any differences.

To resolve the issue, you should compare the settings and data in your production environment with those in your development and test environments to identify any differences. Once you've identified the cause of the issue, you can make the necessary changes to ensure that the case state is consistent across all environments.

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