3659911 - Unable to Override Values Set by Pre-Hook Determination in Case Creation

• Users are unable to override field values set by a pre-hook determination (CustomDeterminationXYZ) during case creation.
• This determination is intended to populate two extension fields when the Account Name contains a specific keyword (e.g., "ABC"):
  • ExtensionField1_CF = false
  • ExtensionField2_CF = 'Internal'
• Although pre-hooks are designed to suggest values and allow manual overrides before save, users are unable to change these field values after the determination runs.

• SAP Service Cloud Version 2
• SAP Sales Cloud Version 2 

1. Open the SAP Service Cloud Version 2 system.
2. Navigate to a case where the account name contains "ABC".
3. Attempt to change the following fields:
   • ExtensionField1_CF
   • ExtensionField2_CF
4. Observe that the changes are not applied.

Expected:
Users should be able to override the pre-populated values.

Actual:
The system re-applies the determination logic, preventing manual overrides of the field values.

• Pre-hook determinations are executed in the order defined in the UI.
• If a broad condition is applied in the last-executed pre-hook, it may overwrite prior user input.
• Refining the logic ensures that determinations do not override values unnecessarily. 
• The determination was executed as the last one in the sequence, making its values final and preventing manual overrides.
• The system re-applies the determination logic, preventing manual overrides of the field values.

• This scenario is hypothetical and is meant to illustrate how pre-hook determination logic can be refined to support user overrides.
• It is the responsibility of each implementation team or customer to customize the condition logic to meet their business requirements. 
• Proposed Adjustment to Determination Logic:
  1. Navigate to the Extensibility Administration section.
  2. Go to Business Entity: Case Service → Case → Determinations.
  3. Locate the pre-hook determination responsible for the issue.
  4. Refine the condition logic to prevent unintended overrides. For example:
     • Add additional conditions to ensure the determination logic does not reset values unnecessarily.
     • Ensure that the determination logic only applies when specific criteria are met.
     • Save the changes and test the updated determination logic to confirm the issue is resolved.
     • For example, if the logic is:
       • If ( account/name Contains 'ABC' ), then add
       • If ( account/name Contains 'ABC'
           and extensions/ExtensionField1_CF Equals 'False'
           and extensions/ExtensionField2_CF Equals '' )
     • This ensures that the determination only sets values when the fields are uninitialized, allowing users to make manual changes when needed.

Understanding Pre-Hooks vs Post-Hooks

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