Question
IBM
CN
Last activity: 3 Feb 2025 7:22 EST
Wait child case step can not wake up after child case resolved
Wait child case step can not wake up after child case resolved
it's very strange that, no such issue in our dev env but it happen in our staging env.
setting as below
May I know any possible reason?
Accepted Solution
Updated: 3 Feb 2025 7:22 EST
Evonsys
IN
Please check below ,
1.Is the ServiceLevelEvents agent running?
2. Do you see a queue item for the work object waiting to be processed?
3. Is the queue item in a Scheduled or Broken-Process status?
Evonsys
IN
please check pxCoveredCountOpen is 0 on parent work page. Once the user resolved the child case, "Resolve" OOTB activity will try to update the parent case pxCoveredCountOpen and set the ticket "AllCoveredResolved". Trace while resolving the child case and see whether pxCoveredCountOpen is updated correctly or skipped due to some errors.
IBM
CN
yes, pxCoveredCountOpen is 0 in parent case work page after child case resolved.
IBM
CN
thanks. However we are in a different scenario than below in your share link:
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Even when all the child cases are resolved and wait dependency is fulfilled, when parent case moved to next stage (as expeced) we observe the last child case status was still Pending- (old status not expected).
///
instead, in my scenario, child case status is correct (Resolved-Completed), but parent case can not move to next stage, still waiting.
Maantic Inc
IN
After the child case is resolved, check if the pxCommitDateTime on the parent case is being updated. It should be greater than or equal to the pyResolvedTimestamp of the child case.
IBM
CN
yes, as test just now:
pxCommitDateTime on the parent case: 20250203T034328.370 GMT,
pyResolvedTimestamp of the child case: 20250203T034328.337 GMT
1st one a bit later than 2nd one.
Maantic Inc
IN
pxCommitDateTime should again be triggered, the stamp should be more later. Please check if there are any errors on the ServiceLevelEvents agent.
Accepted Solution
Updated: 3 Feb 2025 7:22 EST
Evonsys
IN
Please check below ,
1.Is the ServiceLevelEvents agent running?
2. Do you see a queue item for the work object waiting to be processed?
3. Is the queue item in a Scheduled or Broken-Process status?
IBM
CN
thanks for reply
1 ServiceLevelEvents agent should be running because I see SLA breach event triggered normally in another case type
2 Where can I see "queue item for the work object"? Thanks.
IBM
CN
@MaxonL16591286 after I tested "SLA breach event triggered normally in another case type" just now, then re-test the parent case / child case, found issue solved, the parent case can wakeup now, so strange.
My be the SLA testing "active" the sleeping agent...
anyway, thanks both for great help!