Case Action Status not being set


Description

Within Customer Service Management module, action status “Blocked by Customer” “is not displaying consistently when an Agent creates additional comments and selects “Request Info” – Case State = Awaiting Info.

Cause

User is failing ACL to parent record.

Resolution

Custom ACLs set on the task table are preventing the user to access the parent field. Since the user is not passing this ACL, the user does not have access to the parent case number. This is why the flow is failing. As the flow is being run by the user, the ACL is blocking their access to the parent task. Since the subflow can not get this information, the flow fails.