When State of HR case is selected as "Awaiting Info", "Awaiting info reason" field on HR Cases

[SaiA]

When State of HR case is selected as "Awaiting Info", "Awaiting info reason" field on HR Cases is being automatically set by system as "3rd Party | Document / Information Pending" irrespective of any other choice being selected by fulfiller. Can anyone let me know how i can resolve this issue.

[Shivalika]

Hello @SaiA 

Is there any none field in the dropdown of the "awaiting info reason" ? 

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Regards,

Shivalika 

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[Ankur Bawiskar]

@SaiA 

is this happening all the time or sometime?

Any OOB ui policy or client script is doing that?

what debugging did you perform?

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

[VasukiS]

Hi @SaiA 

Ensure that the system configuration for the "Awaiting Info" state is correctly set up. There might be a default value configured for the "Awaiting info reason" field that overrides any manual selections.

Check the logs for entries related to the "Awaiting Info" state changes and the "Awaiting info reason" field updates. This should give you the most relevant information to debug the issue.

Please mark my answer as helpful and accept solution if it helped you in anyway.