Accept/Reject buttons not working on CSM portal cases


Description

In the CSM portal, on any resolved case and the case action buttons for Accept / Reject do not work.

Cause

The dictionary override on state field on sn_customerservice_case table has the "Read only" set to true.

 

Resolution

The dictionary override on state field on sn_customerservice_case table has the "Read only" set to true.

This does not allow users to update the state value and so the state is not getting changed when "Accept Solution" or "Reject Solution" buttons are clicked.

In OOB instance, the "Read only" is NOT set to true.

When the  "Read only" on state field on sn_customerservice_case is disabled, it started working correctly.