Cases created from consultation center not closing
I have no idea why this is happening, but whenever a user finishes a consultation, the case status is not updated to closed, but remains open. Did I accidentally delete a process or something else that affects how the consultation center updates the status?
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Good day, Alexander,
When the consultation panel is open, the panel searches for a Case where IsActive = true and Owner = CURRENT_USER_CONTACT.
If it finds it, it shows it as an active consultation. The consultation is completed by the panel simply setting the values in the Case object to IsActive = false, Status = Closed.
No additional processes are used. There are some additional embedded processes in the Case object that happen OnSave, but they are used to calculate the time the consultation spend.
The possible causes of the problem may be:
1. The user experiencing issues may have insufficient rights to change the Case
2. Some columns may have been deleted
3. The user may be facing Internet connectivity issues when finishing the consultation.
In the event that the details above are insufficient to resolve your issue, please create a separate case for the support team - as we would require to connect to your environment to establish the cause of the problem.