Accept and Reject solution not working properly on CSM portal


Description

This issue discusses a scenario in which the CSM Portal [id=csm_ticket] Accept, Reject (From the "Case Ticket Action" widget), or even the Close case action are not working.  Upon selecting the action, the target Case [sn_customerservice_case] is not updated as expected.

Cause

This could be due to an unexpected dictionary override on [task.state] in which [sn_customerservice_case.state] has been set to Read Only.  On the CSM Portal, the widget scripts will not have the expected write access to the state field, as 'canWrite()' is bypassed for Read Only fields.

Resolution

Please confirm Read-only is unchecked for [task.state] or [sn_customerservice_case.state] dictionary/dictionary override.