Case -by default in closed completed state

[Jai2021]

Hi All,

I'm creating record producer to create case , but whenever the case it create it automatically in closed compete state.A other fields are update as expected.
Have any one has any idea on this. Quick help needed.

[Community Alums]

Hi @Jai2021 ,

Can you please check any UI Policy or BR working on case table that they are changing the state to Close Complete or please check once Record Producer script is doing state close complete or not.

Please mark my answer correct and helpful if this works for you

Thanks and Regards 

Sarthak

[Robbie]

Hi @Jai2021,

As you'd expect and have called out, this is not expected behaviour. Something is clearly setting that value as 'Closed'  (state equal to 3)  would not be defaulted.

Can I clarify you are referring to CSM - Customer Case Management when you mention 'Case'. The reason I ask is 'Clsoed Complete' is not a default or an Out Of Box value on the 'Case' table (sn_customerservice_case)?

Can you try specifically setting the state (current.state = 1; //1 is OOB value for 'New') in the Record Producer and share the results.

If this works - great, but I would then look to see if the state is set or overridden anywhere - check the dictionary override etc

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Jai2021]

Hi @Robbie ,
I'm referring to HRSD case , not CSM case.

Thanks,
Abirami

[Robbie]

Hi @Jai2021,

Thanks for confirming. The table state values are the same so you can still try specifically setting the state in the Record Producer - in your record producer use the following line:

current.state = 1; //1 is OOB value for 'Draft' for HR Cases

Or perhaps can you share your Record Producer so I can adjust accordingly.

The point still stands re something else is setting it weirdly when it's not specifically set. Either way, tery the above and please share how you go.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie