Customer reply is not updating in the HR case of Yokohama release

[iztgokul]

Hi Team,

After upgrading our instance to Yokohama, we are facing an issue with HR Case Acceptance.

• When the agent marks the HR case as Closed Complete, the case moves to Awaiting Acceptance as expected.

• From the Employee Center portal, the customer is able to Accept or Reject the case.

• When the customer clicks Reject (even multiple times), it does not reflect in the HR Case. The case remains in Awaiting Acceptance instead of moving back to Work in Progress.

Has anyone else faced this issue after the Yokohama upgrade? Is there any configuration or update needed for the Case Acceptance / Rejection mapping?

[Bhuvan]

@iztgokul 

Refer below knowledge article for PRB1496514

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0962300

This might be the cause of the issue, apply the workaround as suggested and try it.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[iztgokul]

Hi Bhuvan,
Thank you.
But here when the customer accept or reject it's not reflecting in the HR case. It's in awaiting acceptance state rather than moving to Close Complete or WIP.

[Ankur Bawiskar]

@iztgokul 

please try to see if any changes are done to the widget which shows the Accept/Reject in portal as part of upgrade.

[Ankur Bawiskar]

@iztgokul 

So it was working fine before upgrade?

Did you debug the widget code is causing the update to fail?

what debugging did you do?

see if this link helps

HR case is setting the state to "Work in Progress" on accepting and then rejecting the case. 

If my response helped please mark it correct and close the thread so that it benefits future readers.