ReopenWorkObject OOTB activity issue

General
1

i want to reopen a resolved a case and move to a particular stage. I used ReOpenWorkObject activity and passed flow name and stage name as parameters.

The case has been moved to a particular stage but when i try to open an assignment in the flow, getting error as unable to open the assignment intstance.

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2

This looks like Constellation? Given the stateless nature of the architecture, you might find using this activity is either not supported or different in the modern architecture.

Have you tried looking at the OOTB reopen provided on cases?

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I can see it uses pyReopenPost, that does eventually call the activity you specified. I would be using this as a basis to figure out what works in Constellation.

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I’ve had no problems doing that in the past (though it has been '24 since I last implemented a tailored reopen action)

3

I agree with @MarcCheong recommendation.

Could you please check if this works fine with OOTB Reopen optional action? Also, please check if this issue exists if you’re reopening to a different stage.

4

Whilst technically it may be possible (as pointed above) to reopen the Resolved case, there are many considerations where it is strongly advisable not to do this.
there are SLA’s / audit/ urgency calculations that takes place when case is resolved. Assignment clean up one of the many implicit operation that takes place.
there are operational considerations to evaluate when the case is reopened and re-instated at specific point in the workflow, to list few

  • What happens to the work that was done by subsequent Teams - do they have to redo the assignment(s) with / without changed info as it now has been reinstated.
  • What about the urgency which may now have different value than what it could have been in the first execution
  • Has the case pass the point of no return where in instating before it can have detrimental effects on the business process / outcome
  • What happens to the operational constraints of the team (rework) and how that affects and measured the effectiveness of the team
  • How often this needs to happen? too often - should the original process needs reviewing.

Please consider this scenarios before just jumping to tech solution.