Child Case status Resolved does not get updated while flow action performed by Queue Processor
Hello, we have a scenario where child case is created, we submit a flow action and the case gets resolved (with status Resolved-Completed).
Everything works fine while the flow action is submitted by an end user. But in our case we have also a queue processor that can perform the same flow action, expecting the case to be automatically Resolved.
Actual behavior: when the flow action is submitted by the Queue Processor, the case move to the Resolution stage, but the pyStatusWork doesn't change. In the audit we also see a line where it mentions that the status has changed to Resolved-Completed, but that's not actually true.
Anyone know if it is a limitation of Pega Platform?
P.S. If the case is not launched as child case but as stand alone case, we do not have any issue.
Navy Federal Credit Union
US
@Giuseppe We are seeing similar issue with our parent case. We see the line in Audit that "Status changed to Resolved-Completed", but the case status changes back to "New" if we refresh.
Updated: 8 Nov 2024 11:26 EST
Eclatprime Digital Private Limited
IN
Did you found any root cause / solution for this ?
This issue still exists in 8.8.3 - "when the flow action is submitted by the Queue Processor, the case move to the Resolution stage, but the pyStatusWork doesn't change as per Resolution status. In the audit we also see a line where it mentions that the status has changed to Resolved-XX, but that's not actually true."
Looks like this issue exists for both the scenario - Queue processor changing stage & status in main case and child cases as well.
Workaround: After adding an UpdateStatus utility step in a flow inside Resolution stage - it changed the status.
Updated: 11 Nov 2024 13:36 EST
Pegasystems Inc.
GB
@PIYUSH SINHA many thanks for alerting me to this thread.
My research shows this situation can occur if the UpdateStatus activity is called which updates the resolution status but does not clean up the open assignments. To address this you might consider using the ResolveAndCloseCase action instead of just updating the status. This approach ensures that the case is properly resolved and that the status is updated accordingly. Additionally you can try implementing a wait shape in the parent case flow to manage dependencies on child cases ensuring that the parent case only moves forward when the required child cases are resolved.
@Giuseppe @_Pankaj_C I have been unable to find evidence of any support incidents having been logged with GCS by your organisations.
Could you check if the below resources might help explain the issue you are experiencing?
Pega Platform 23.1.3 Patch Resolved Issues
@PIYUSH SINHA many thanks for alerting me to this thread.
My research shows this situation can occur if the UpdateStatus activity is called which updates the resolution status but does not clean up the open assignments. To address this you might consider using the ResolveAndCloseCase action instead of just updating the status. This approach ensures that the case is properly resolved and that the status is updated accordingly. Additionally you can try implementing a wait shape in the parent case flow to manage dependencies on child cases ensuring that the parent case only moves forward when the required child cases are resolved.
@Giuseppe @_Pankaj_C I have been unable to find evidence of any support incidents having been logged with GCS by your organisations.
Could you check if the below resources might help explain the issue you are experiencing?
Pega Platform 23.1.3 Patch Resolved Issues
Unresolved parent case after using AllCoveredResolved ticket
Defining case dependencies at run time
If the product is not working as documented could you log a support ticket via the msp and provide the INC id here so that we can help track it?