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Closed Activities Disappearing after Case Resolve - Is this a product bug?

Pertanyaan Closed Activities Disappearing after Case Resolve - Is this a product bug?

  • 25 Juni 2012 12:12
     
     
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    Hi everyone,

    I doubt if the below issue is a product bug.

    Issue:  Closed Activities of Case (case is team owned), which is owned by any user will initially be viewable by the other users.  When the case gets resolved, the closed activities will disappear for all the users with the below security privilege.

    Security Privilege Details:    User-Level Read Access to Activities.  Both Team's and User's security role should have this privilege at User Level.

    Requirements to Reproduce the Issue:  A plugin registered for the Close message of Case, Pre Operation.  In the Plugin, retrieve all the columnset of case and update any field (say description for testing purpose).  If the columnset contains Customerid field (this field is the main reason), then the issue will be reproducible.

    A case should be owned by a team.  It should have some closed activities.  Any user with the above mentioned security role will be able to see the closed activities initially.  If he/she resolves the case, then the closed activities disappear from the Closed Activities grid.

    Thanks and Regards,

    Palani


     

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  • 29 Juni 2012 6:52
     
     
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    Hi everyone,

    Again, I will rephrase the issue. Please someone help me in this issue.

    We have case owned by teams. When case is created, we send a email back to the customer. This email is available in the closed activities and is owned by the service account which also belongs to the same team . There is a user who belongs to the same team with User-level Read privilege to the Activities. He is able to see the Case and the email in the Closed Activities initially. When the case is closed, the email in the Closed Activities disappear.

    After exploring, I figured out that before case resolution, I am updating few text fields of case by calling a plugin. In the plugin, I retrieve the case entity and update the text fields. In the retrieved entity object, the customerid field is present, but I am not updating this field. Because of using the same object to update the case, the issue is happening. When I removed the customerid field from the object and updated the case, the issue went away.

    Later, I reverted the plugin code back to the old one. Now, I changed the Relationship Behavior of N:1 (Case:Customer) relationship from Parent to Configurable Cascading. I made the Reparent relationship behavior to be Cascade None. This also fixed the issue.

    Can anyone confirm me why this is happening. I have checked the database tables of case, activities and email and confirmed that no values are changing before and after resolution of the case (other than few text values of case that I change, which cannot be related to this behavior). I am not changing the customerid value, which I confirmed in DB table before and after resolution of case.

    Thanks,

    Palani.