Question
Cigna Evernorth Healthcare Services
US
Last activity: 25 Oct 2021 11:13 EDT
Case status is changed to New from Resolved-Completed.
On resolving the case, 'pxForceCaseClose' activity is triggered which calls the activity 'pzUpdateAndDeleteAssignments'. After this step case status is changed to "New"
Updated: 25 Oct 2021 9:02 EDT
SAMI AEC
SA
Can you provide more details like from where the case is getting resolved , I mean if it is resolving from the Case or process flow , it should work fine.
If explicitly case is getting resolved from utility , make sure we are saving and have commit operations, as it case of Utility we need to it explicitly.
Let me know if it answers your query.
Cigna Evernorth Healthcare Services
US
@ArshadPashaMohammed : It is from Case Happy Path. Its happening frequently 7 out of 10 cases.
SAMI AEC
SA
Cigna Evernorth Healthcare Services
US
@ArshadPashaMohammed We have last stage as Resolution Stage with Checkbox checked to complete all open assignments. It is a child case. Actually we have two or more child cases created. For only one child case this issues happens. Other child cases is resolved-completed with same process.
SAMI AEC
SA
You can trace and check exactly where differently it is behaving for this child case. Also check if this case is free from lock to update the status.
Cigna Evernorth Healthcare Services
US
@ArshadPashaMohammed I have traced. In pxForceCaseClose - At Step 11 pzUpdateAndDeleteAssignments activity is called and Case status is Resoved-Completed. Step 12 Begin- It is changed to "New". I don't see any lock issues.
SAMI AEC
SA
Few more questions like , what was the status before this resolution stage is called for resolving for that particular child case.
Also please share the tracer details for this child case.
For the other child cases , you can check in tracer what different it is happening.