Find and Mark Orphaned Cases as Abandoned

Liberty Create
1

We noticed that some really old cases has not auto abandoned..? So I spent some time looking at how it is currently performed.

The setup has a signal that triggers a rule which fires a CS event action all named
Find and Mark Orphaned Cases as Abandoned

When investigating the setup to auto abandon cases, I noted that when I trigger the signal is ran once for every case, but the code itself seems to handle all the abandoned cases in one go.

So this is how the Rule Response is configured for all hosts.

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I tested the setup for Rule Response using a global action, as shown below, it fires the code studio event once - which means it will iterate through any cases that need to be abandoned and do so once.

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Q. Is this new setup shown above correct, as I will need to update all hosts.

Also, I note that most cases do auto-abandon, just not all, and still trying to figure out why, If I find anything out I will post here.

Thanks
JonathanFS

2

Should I submit this as a ticket, as there is an issue with functionality…

There are two CS event actions.

  • Find and Mark Orphaned Cases as Abandoned
    This marks cases as abandoned based on last modified, days to abandon, case status…
  • Case : SLAWorkingDaysRemaining
    This updates the last modified date for cases, setting the SLA Days remaining property.

Because of this we have cases that are never abandoned as their last modified date is updated every night?

This is not happening on all hosts, but I can see different Netcall super users have edited these code studio events at different times.

So I’m wondering if something is mis-configured.

A missing constraint possibly?

Please help.
JonathanFS