Imported HR Cases move to Awaiting Acceptance state, Manually created cases do not

[ErinF]

Hello Community, 

All of our HR Services have the case option selected to skip user acceptance state. So created cases move from Work in Progress to Closed Complete. I performed an import via transform map to load ~100 HR Cases from an external system. When working these imported cases, the agent clicks Close Complete and the case moves to Awaiting Acceptance state rather than Closed Complete. 

Any ideas on why this behavior is occurring? 

Thanks! 

[abirakundu23]

Hi @ErinF ,

Is imported HR cases associate HR services case option selected to skip user acceptance state?

From which external system you import the HR cases? Is imported HR cases status choice is similar to your target system status choice?
Please mark as helpful if it's really worth.

[Sandeep Rajput · Accepted solution]

@ErinF Please check if the field skip_automatic_user_acceptance_state is set to false on your imported case. If it is, it explains why the cases are going to Awaiting Acceptance state. There is an OOTB business rule, Add User Acceptance State which triggers if the skip_automatic_user_acceptance_state field is set to false.

As a quick fix, you can set the value of this field to true for all the imported cases and the state will no longer change to Awaiting acceptance.

Hope this helps.

[ErinF]

Thank you all. I thought this field would be set automatically if the respective HR Service option was set to skip user acceptance, but that was not the case. Updating this field on the uploaded cases fixed the issue.