3352682 - Unable to See Details of New Case Type Version in Already Created Cases

You notice that, after creating a new case type version and modifying some of the details e.g. Status Schema, Catalog, Number Range, Phases and Steps, you are unable to select these new details for cases previously created, even though they have the same case type.

SAP Service Cloud Version 2.

1. Click on the User Menu.
2. Click Settings.
3. Navigate to All Settings.
4. Click Case Types, under Cases.
5. Select any active type.
6. Click "..."
7. Click Create New Version.
8. In the new version, change any detail e.g. Catalog.
9. Save the changes and set the new version as Active.
10. See the previous version will be set to Inactive.
11. Navigate to Cases work center.
12. Open any case which was already created with the same case type.
13. Edit the Category field.
14. See the categories from the catalog defined in the new version of the case type are not displayed here, instead, the categories from the catalog assigned to the previous version of the case type are displayed.

The case attributes which can be modified in the case types, such as Status Schema, Catalog, Number Range, Phases and Steps are version dependent, meaning, once a case gets created on a specific case type, it will be bound to that type but also to the current active version of that type.

Hence, modifications done on new versions of a case type will not take effect into cases previously created on that same type.

This is the system designed behavior.

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