Data360 DQ+

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  • 1.  Owner name getting cleared when Terminal state is checked in case search screen

    Posted 10-27-2020 10:35

    Hi Team,

    When transitioning a case as closed/completed, the name of owner is getting cleared.

    As a workaround, we unchecked the box below Terminal state and was able to see the Owner name getting populated, however with this workaround, case age calculation was not getting stopped as the system was not aware that the terminal state had reached. So, we had to carry out a different approach to achieve this.

    Instead of having a workaround, can we please have this as an Enhancement in the latest version where the Owner name appears even when Terminal State box is checked.

    PFB screenshot of the behavior:

     Please notice that when Status is completed (Terminal State), Owner appears as null, whereas, for another Status "Re-assign", Owner name is displayed. 



  • 2.  RE: Owner name getting cleared when Terminal state is checked in case search screen

    Employee
    Posted 11-03-2020 08:06

    Hi... This is expected product behavior to prevent a user from "Owning" a closed case and even having it removed from a queue.  However, having a tracking mechanism as to the Owner of the record (regardless of state) is a valuable use case.  My only other work around would be to have a new field that needs to be filled in a transition scree with a user's name prior to terminal state. 

    However, thanks for the feedback. This has been added as an enhancement for future consideration.



  • 3.  RE: Owner name getting cleared when Terminal state is checked in case search screen

    Employee
    Posted 11-04-2020 10:09

    Hi Jeff,

    We are currently having the same workaround that you suggested above, where a new field is created in the case store with the same datatype and semantic type as that of the Owner field and then the value of Owner is assigned to the newly created field in Edit Script options present in transition line of workflow.

    Regards,

    Abhijith 



  • 4.  RE: Owner name getting cleared when Terminal state is checked in case search screen

    Employee
    Posted 01-22-2021 12:01

    Hi Jeff,

    Can you please let us know when this enhancement can be expected and on which version of DQ+, would this be available.

    Regards,

    Abhijith



  • 5.  RE: Owner name getting cleared when Terminal state is checked in case search screen

    Employee
    Posted 01-22-2021 14:30

    With the workaround, what value does having Owner remain in the record? Basically, what issues are facing with the current setup?



  • 6.  RE: Owner name getting cleared when Terminal state is checked in case search screen

    Employee
    Posted 01-27-2021 11:53

    Hi Jeff,

    With the current workaround, the problem is, whenever a person is trying to complete (or) close the case, the owner name is displayed with the name of the user who had transitioned the case prior to terminal state.

    For eg: A case is worked upon by a user "A" who transitioned from "Open" state to "In-Progress" state. The Manager of User "A" (User "M") thinks that the case is invalid and closes the case. With the current workaround, in the Owner field "A" is displayed instead of his manager "M".

    Regards,

    Abhijith