Hi. On multiple occasions now we've had tasks being triggered for close

staceyh over 9 years ago

Hi.
On multiple occasions now we've had tasks being triggered for closed cases and users are reporting getting an error for this task (presumably because its a closed case) and being unable to clear the tasks from their task list.

Most recent example: FK89706 - this task was closed on 07/03/2016 but the user has reported that they have 7 outstanding tasks for this case 'Edit Case Account Summary' which dated back from 23/10/2015.

I've cleared the tasks from the users task list but have some concerns as to why we are receiving these tasks on closed cases?
Would any of this be caused by the user using a Related Action rather than awaiting a Task deadline?

Has anyone else experienced this? Any help would be appreciated.
Stacey

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0 Bob over 9 years ago

Are you sure they aren't clicking on email links. We see that fairly often.
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0 jorgea999 over 9 years ago

How are these tasks triggered? If they are triggered from a Related Action (not a quick task), you may need to put in some logic in the record to hide the Related Action based on the status of a case. That way you can prevent the triggering of a Related Action on a "closed" case record. Additionally, depending how the process model is set up, you could put logic on the process model to check the status of the case, and if it is closed, do not create a new task. You could implement both approaches as a safe guard.
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0 staceyh over 9 years ago

The majority of the time they are RA tasks rather than QTs.
I'll have to pass your comments to the developers to see if we have any of that logic in there - I was under the impression it was already and that if a RA was started it would prevent the remainder of the same tasks from being triggered.

I've just received a further few examples.
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