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suspend a HR Case from workspace is reverting to work in progress, and can suspend from native ui

Trinath JV1
Tera Contributor

3 weeks ago

When we are trying to suspend an HR Case from Workspace, a pop-up appears ans state changes from work in progress to Suspended, and after filling in the details in pop-up, the status reverts to work in progress and reason from pop-up is updating to worknotes

 

when it is tried in native ui the state is updated to suspended

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2 REPLIES 2

Sabrina Ethridg
Tera Guru

3 weeks ago

I would start by troubleshooting this:

  • Are you testing on the same case record in the native view and workspace?
  • Are there any missing required fields on the case that is aborting the save?
  • Have you written any business rules that update the case to WIP based on the person updating the case?  I've seen customizations where if the opened for person updates the case, it goes back to WIP.
  • Is anything appearing in the error logs?
  • Are there any Restricted caller access records that are requested or invalidated?
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jcmings
Mega Sage

3 weeks ago

Check the HR Service record to see if there are any HR Case Options that may be causing this

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