We are using PRPC 7.3SP1 and we noticed very strange issue in Production environment, which although occurs rarely, but does occur
The symptom of the issue is that the work case is not "updated", i.e. user input is lost, although audit history shows that the user has finished assignment and the case has proceeded to the next stage.
In audit history, it says either "Case moved from xxx to xxx via Change Stage flow shape" or "Case moved from xxx to xxx via automatic stage transition".
Users do not notice any issue on the UI at the time of performing the action, but notice this issue only afterwards.
We suspect there is a defect in PRPC engine regarding stage transition handling during flow processing. The defect only manifest rarely. Therefore, we never noticed this issue during dev/QA/UAT, but only noticed this issue in Production environment where case volume is big. We also do not find error messages in the log file at the time of "stage transition"
***Edited by Moderator Marissa to update SR Details***
In that instance user A opened the case in the Review harness, then user B opens the same case in a perform harness and performs some action (which updates the data) and releases the lock at the end of the process.
Now user A (now looking at stale Case data) goes to from the Review harness to the Perform harness without a refresh. And goes on to save the data.
At this point I would see that the data changes by user B had been reverted, but I could still see the audit information showing that user B's actions had been performed.
Posted: 4 years ago
Posted: 9 Jul 2019 8:34 EDT
Yining Lu (YiningL4)
Bank Of America
Bank Of America