Activity Set Trigger change causes already created cases to cancel - PLS HELP!

[SonaK]

Hi,

Please help with the issue that we are facing in production. I had to change the trigger of an existing activity set from 'Combination' to 'Advanced Script'. Everything seemed to work fine. But for some reason, when for existing HR cases that are in the stage of the activity set prior to this activity set, when the evaluation happens, this altered activity set goes into error and the whole HR case gets cancelled. I had to recreate a bunch of HR cases in production, but there are around existing cases in production, Please advise how I can prevent those from cancelling. Thanks in advance.

Thanks,

Sona.

[SonaK]

I checked the table. I only see State as Error. There is no error message or description column in the table.

[Markus Nilsson]

Hi,
Found that this is a bit un-documented. I found that changing trigger condition can actually mess up ongoing Cases. 

Basically you need to do version control of your LE by cloning and naming it to e.g Version 2.0, then make the changes you want and push that to Production.

/Markus

[SonaK]

Hi Markus,

Thanks so much for your response. That makes sense. None of the activity sets that we have for this LE has gone through any modification after the original implementation (on 2/10/2024). I even backed out my changes to the activity set (the trigger condition change) in production to give my changes a benefit of doubt. But the previously created cases still keep cancelling though I see that the activity set is back to its original form as implemented on 2/10.

Also, I would like to share something that I gathered when I was looking into the work flow context of the failing activity set for a case that failed this morning. When I see the workflow activity trail, I see that there is a WF activity "Register Activity Set" that happened on 07/03 for this case (see screenshot attached) and I suspect when the evaluation trigger for the activity set ran this morning, the activity set trigger failed because it finds some discrepancy with the activity set that was registered already and senses some changes to that. I am not sure though. When I resume the case and recreate the workflow context (which means the activity set is registered again), it doesn't fail again after that as there is no change to the activity set and the case is back on track. Just thought of sharing. I am still researching what "Register Activity Set" does. Please share your thoughts from your experience. Thanks again.

Sona.