Requestor login details not coming on 'created by' once case created.

General
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1

We have a file listener which will pick and create cases based on our business criteria. But the issue is after case is created successfully, created by filed is empty for those cases, even though we have mentioned requestor login details on our file listener rule.

Debug we did :

1.Removed that operator by created new operator and used it. Still same issue.

  1. Reset the password for same operator, sill same issue.

Can someone help on this?

In Dev we could able to see requestor details and case created by for same file listener. Not working on other higher environments.

2

Hi @KARTHIK_RAJ,

I have below question to your posted issue.

  1. Is this issue is broken recently in PROD or Does it worked as expected in PROD earlier.

  2. Does logging in helped you in anyway to find the difference for the issue in different environments.

Below is my approach as fix:

Listener create a separate requestor to process each instance. As per my understanding to your question, I suggest you to use pxRequestor system page to get the operator name.

Please let me know your next steps to resolve this, correct me if I am not on same page.

Thank you.

3

Hi @KARTHIK_RAJ

Can you please trace the service file in both the environment and let us know what is the issue coming there.

Thank you

Megha

4

@Megha007 We could see one Declare Trigger updateOperatorID is not getting triggered in higher environments.

This is the only difference we could see by the tracer session.

5

Hi @KARTHIK_RAJ,

The activity you are using to create work object is going to take care to set the created by value. I suggest you to observe the availability of the page pxRequestor or OperatorID while executing those methods while you are tracing . Could you please tell the activity name you are using to create work object.

Thank you.

6

@Hanuprasad Are you telling like we need to set it on file listener activity ?