Troubleshooting Article - 'Cases' issues

Overview

This article explains how to correctly troubleshoot issues related to the Services Center cases. Some of the common symptoms related to this topic are:

  • Cases are not showing in the Services Center section
  • You are unable to assign a case to a specific user.

 

Workflow

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Instructions

This article is directed to users with administrator access not only to CoreTrac but to the Windows Server Platform. If you find that you don't have enough access to execute one of these steps, contact your systems administrator to discuss the solutions written in this article.

 

Reproduce the Issue

You have to reproduce the issue by creating a new case and assigning it to any of the available queues. Then, check if you can see it in the Queued Case list.

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List the Users and other User's cases

On the same screen, look for the upper-right corner and see the dropdown menu. Use this dropdown filter by the user that is having the issue to see if you are able to see the cases assigned to him.

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Check if you have permission to see Queues (3.X)

Check if you have permission to the Queues in ResourceOne by checking under the Administration > Users > Manage Users > Custom Perms > Permissions tab.

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Check if your User or Role is a member of that Queue (3.X)

Check if your User or Role is a member of that queue that you are trying to select by checking the 'Members' tab within the queue.

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Check if you have permission to see Queues (4.X)

Check if you have permission to the Queues in ResourceOne by checking under the Administration > Security > Users > Click the User's Icon > Permissions > tab.


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Check if your User or Role is a member of that Queue (4.X)

Check if your User or Role is a member of that queue that you are trying to select by checking the Administration > Configuration > Queues > Name_of_the_queue


(For this example, I used Fraud Alert)

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Once the new screen shows up, go to Members > Users (tab) and confirm if the user is listed in this section. If the user is not, click on the dropdown menu and select the user, then click on the ADD button.

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Rename the Case folder to OldCase

This could be caused by a faulty file in the 'templates\lists\case' folder. Please try renaming the 'Case' folder to 'oldCase' to resolve the issue.

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Rebuild the Account Permissions

At this point, you have tried the most common troubleshooting steps, so the next step is to rebuild the set of permissions for that account, just to be sure that the permissions shown in the frontend are portrayed exactly the same way in the backend. 

 

Contact Support

If you got to this point, you already executed all the steps required to troubleshoot if this is an issue related to the user permissions or not. In such a case, log a ticket to Support and provide the following information:

  • The user that is presenting this behavior.
  • The queue where you are trying to assign the case.
  • The number of the case. (if it was created)
  • A user's name without problems. (if it exists)
  • A queue without problems. (if it exists)

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