HRSD Case Closure OOTB behaviour

[SV6]

Hi ,
We have couple of questions related to HR Case Closure
In the current HRSD , we see when Parent ticket state is changed to closed complete or closed incomplete , behavior appears to be same where
a) Chile Cases state is changing to Cancelled
b) Parent Case Tasks and Child Case Tasks state are changing to Closed Incomplete

We were expecting some consistency across all states when the parent ticket is closed so it is not confusing to users
1.1) if Parent case state changes to "Closed complete"
a) Chile Cases state change to Closed Complete
b) Parent Case Tasks and Child Case Tasks state change to Closed Complete
OR
1.2 ) if Parent case state changes to "Closed complete"
a) Chile Cases state change to Closed Incomplete
b) Parent Case Tasks and Child Case Tasks state change to Closed Incomplete
OR
1.3 ) if Parent case state changes to "Closed complete"
a) Chile Cases state change to Cancelled
b) Parent Case Tasks and Child Case Tasks state change to Cancelled

Please help us answer below questions
1) Why Child Case state is "Cancelled" and Tasks are in a different State "Closed Incomplete"
2) If we customize the OOTB behavior, would it impact any other system functionality in future.

I understand why tasks move to closed Incomplete as the tasks are not completed but unable to understand why child cases moved to cancelled state. Trying to understand the justification behind this OOTB behavior.

Regards, SV

[Yousaf]

Hi SV,

1. If you want that behavious to change please refer to this link.

HR Child Cases being Set to Cancelled

2. Changes to OOB funcionality usaully impact when you upgrade so its better not to change check the above link you will find how you can replicatice this functionality with business rule of high order.


Mark Correct or Helpful if it helps.