Recently, I noticed that our cases are being set into an Archived state (pyIsArchived is set to true). If I search for the case, it does not come up unless I change the filter to be for archived cases. If I open from the results, it opens in a very limited view. Opening the case from my recents or from the developer portal works fine.
We have no configurations for this to happen, and that I can tell it is happening out of box. Does anyone know what triggers archival to happen and how it can be turned off?
***Edited by Moderator: Pooja Gadige to change content format from Discussion to Question, add platform capability tag***
As far as it displaying differently, I would guess that's expected but I'm not completely positive about that. You could trace opening it up different ways to understand the differences and then make some customizations so the archive search opens the same as the other ways.