We are trying change the status of child cases via end shape. but the status is not changing for some cases.
We have a parent case, lets call it Parent(W-), and a Child(Q-). On a certain step of the Parent, user create a number of Child cases(raising query to customers) and initiall status was "New-Query".
once submitt the child cases, status has been changed to "Pending-Queried". we defined the same in work status field in end shape. but the status is not changing for some cases. we are unable to reproduce this issue in production environments.
anyone facing this type of issue in production environments?
in audit report the Status changed to Pending-Queried. but its not reflected to update the same in our Database. this type of cases are very few in a month.i have compared with correct cases also, but both have follow the same steps.
In a standard scenario, when the case instance is being worked by the operator the work object gets locked and changes are committed to DB time to time. I thought the work object lock is persistent through out the time the case is being worked upon. Please clarify.