Symptoms

• After adding AllCoveredResolved ticket to a parent case, it remains unresolved even when all its child cases are resolved.
• Unresolved child cases, whose parent case is resolved, are routing an SLA to broken queue. 

Errors

• Trying to save an invalid page: The cover open count is incorrect; it is -1
• Trying to save an invalid page: page is not valid

Explanation

A defect or configuration issue in the user operating environment.

Environment

The issue was reported in the following environments:

• Pega Platform™ 7.2 on-premises
• Pega Platform 8.3.1 on-premises

Solutions

To update the status of the parent case to Resolved-Complete:

1. Add a utility shape before the end shape of the parent case flow.
2. Set the AllCoveredResolved ticket on the utility shape.

Also, it is recommended to:

1. Refactor design to avoid the use of tickets. Instead use the change stage functionality to move exception processing to an alternate stage.
2. Limit advance flow processing to a single flow.
3. Advance to a shape in a subflow only when the subflow is started.
4. Limit flow to a single stage and not across stages of flows. A ticket cannot be raised from a later stage to an earlier stage in which the ticket is referenced.
5. Ensure that the ticket is set in the flow that the case will be in when the ticket is raised.

Related Content

Product Documentation

Flow shapes

Responding to business exceptions in a flow

Creating a ticket

Pega Support Center

AllCoveredResolved ticket is not firing