Case options 'Skip user acceptance' is not working

[si21]

Hi experts,

I have selected Skip Automatic User Acceptance State in case options.

This HR service is present on HR workforce admin table but we agents can select the HR service on all tables.

When case is closed, it is directly going to close complete  on Workforce and total rewards tables but on other tables this is still going to Awaiting acceptance state. How to fix this?

TIA

[Sandeep Rajput]

@si21 Ideally the case options should work on the COE on which the HR Service is defined. In OOTB setup, the HR Service is a non editable field on the HR Case form, it looks like some customisation has been done on your instance to allow the agents to change the service on the form. 

[si21]

Hi @Sandeep Rajput , thanks for the reply. Our client don't want transfer case functionality in near future.

So what should be my approach for this requirement?

[Sandeep Rajput]

@si21 All these case options are usually applied using an OOTB business rule Apply Case Options. This business rule usually triggers on Insert.

You might be changing the HR service once the case is created hence the case options are not applied correctly.

In order to Apply the same changes during update, you need to check the update check box true on the above business rule and add more conditions like HR Service Changes.

Caution: This is an OOTB business rule and any changes to it may cause this BR to get skipped from upgrade during the next upgrade.

Hope this helps.