Return
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Title
Workflow is not editable and the feet are missing. -
Description
We have a CSR where can't move through workflow because the feet are missed. The CSR has the correct start status but the workflow can't be changed even by the Stat admin. -
Cause
During the investigation the archive set shows more Final Status and as the Feet are missed most probably there happened some corruption data. -
Resolution
1. Go to Maintenance | Domain Specific | CSR Types and Statuses | choose the service domain which looks to be "WSA" for this CSR, highlight the CSR Type of the CSR which has problem then click on CSR Status button and locate the "CLOSED" and "CANCELLED" statuses and make sure that the box under "Closed" column for "CLOSED" and "CANCELLED" status is checked.2. If the box under Closed is checked and this issue happens for this CSRs only, go to Tools | Table Dump Utility, run the following queries and export the output to file type excel with header.SELECT * FROM CSR_WRKFLW_OBJECTS Where SD_CD='WSA' AND CSR_ID=8SELECT * FROM CSR_STATUS Where SD_CD='WSA' AND CSR_ID=8If this is the only CSR that is having this problem you can run the following update statements against the Stat database to set the status to CANCELLED.You need to login to Stat DB from outside of Stat with some tool such as SQLPlus and with DB user id of "stat" and execute the following statements:1. UPDATE CSR_WRKFLW_OBJECTS SET STATUS_CURR='N' WHERE OBJCODE='INDEV' AND CSR_ID=8 AND SD_CD='WSA';2. UPDATE CSR_WRKFLW_OBJECTS SET STATUS_CURR='Y' WHERE OBJCODE='CNCL' AND CSR_ID=8 AND SD_CD='WSA';3. UPDATE CSR_STATUS SET CSR_STATUS_CD='CNCL' WHERE CSR_ID=8 AND SD_CD='WSA';4. UPDATE CSR_STATUS SET CLOSED_STATUS_FLAG='Y' WHERE CSR_ID=8 AND SD_CD='WSA';5. UPDATE CSR_STATUS SET STATISTICAL_STATUS_FLAG='Y' WHERE SD_CD='WSA' AND CSR_ID=8;6. commit;Afterward log off and log back into windows client and open CSR WSA-8 and the Status should say CANCELLED.