Troubleshooting errors in unresolved cases

The following steps can help you resolve errors that prevent you from successfully rejecting a case. You are prompted to approve or reject a case when an approval step is assigned you at run time.

To restore the default resolution stage:

  1. Open the case type that defines the case that you are rejecting by using the Case Type Explorer.

  2. If alternate stages are not displayed, click Actions > Configure alternate stages.

  3. Restore the default resolution stage by doing the following:

    1. Click Alternate stage .

    2. In the text box that is displayed, enter Approval Rejection as the name of the stage.

    3. On the General tab, click Yes below the Is this a resolution stage label.

    4. Click Save.

  4. Return to your case and retry the reject action by restarting the stage or refreshing the case.

To provide a different resolution stage:

  1. Open the case type that defines the case that you are rejecting by using the Case Type Explorer.

  2. Click the name of the step that the case was in when the rejection failed.

  3. In the contextual property panel, click Approval to open the Step configuration dialog box.

  4. In the If rejected then list, select Change stage.

  5. In the To list that is displayed, select a stage to which a case is transitioned when it is rejected.

  6. Click Submit.

  7. Click Save.

  8. Return to your case and retry the reject action by restarting the stage or refreshing the case.