Hello, we are experiencing unusual behavior of OOTB Case Lifecycle object. In the example below you can see a discrepancy in the dates between record 10 and 9. Record no. 10 ends at 24/09/2025 12:02 while record no. 9 starts at 25/09/2025 09:23. This creates almost a day long gap in continuity of lifecycle.
The depicted discrepancy is caused by excessive records being created at database level. These records are for the most part empty missing: CaseId lookup values that is used for list filtering, StatusId, OwnerId, PriorityId, ServiceItemId, GroupId, SolutionDate, SolutionProvidedOn.
Example of missing record from example above (minor differences due to database time zone):
This occurs very sporadically and we believe to be caused by excessive triggering of CaseSaving event in Case entity process. Specifically SaveLifecycle() method. This is consistent with change logs records. In the screen shot below is an example of expected behavior first after creation CaseSaving event and then CaseSaved event populating the fields we are missing.
Example of an excessive record in change log:
Case was not modified in any of the fields fields monitored by CaseLifcycle but CaseSaving was triggered. Alongside it CaseSaved does not trigger causing missing data in the records.
Our conclusion is that CaseSaving event triggers unexpectedly under conditions that are not known to us.
This behavior has been observed in more than one independent environment meaning it is unlikely to be caused by any custom development.
If anyone has encountered such behavior I would appreciate any findings you might have on this matter.
Records created in such manner can be easily queried with command such as this:
SELECT * FROM "CaseLifecycle"
WHERE "CaseRecordId" IS NOT NULL
AND "CaseId" IS NULL
AND "CaseRecordId" IN (SELECT "Id" FROM "Case")
Like