HR Cases Stuck in Awaiting Acceptance State

[Danielle13]

Hello!
Is anyone aware of a situation/criteria that would keep HR Cases from automatically transitioning from "Awaiting Acceptance" to "Close Complete"?  We have a few cases that have remained in the "Awaiting Acceptance" state for over 6 months. Our system is configured to set the state to "Close Complete" if no response is made after 3 days. The dates when the state was updated to awaiting acceptance correlate with the dates we cloned down our prod system to our test environments no other changes made to the system and it appears to be working as expected now. The user tried to update the case to close complete but it's not updating.  Is it possible that the clone may have caused some disruption? 

Thanks in advance, 

Danielle

[Sushma R1]

Yes it is quite possible, and may be the properties/ configs were not turned on when at the time those cases were created.

Hit helpful and mark correct if it was 🙂

[Christian Prob2]

Hi Danielle,

are those regular HR cases or Lifecycle cases? Afair with lifecycle cases this may be an issue as the underlying workflows tended to not like being cloned...

Christian

[Danielle13]

They are regular HR Cases

[Monika Lipiec]

Hello,

we are facing the same issue, although it concerns few cases only, they would not switch to "Close complete" for weeks after resolving the case. We have not observed any major configuration changes/migration and our Tech team was not able to find a root cause. Is there any update on this issue? Our cases were forced to close by the Tech team, they would not close automatically at all.

If I can help by giving more details, please let me know.