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Answer Workflow creates duplicate

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edited Sep 12, 2017 6:12AM in Knowledge Management

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Hi All,

Greetings,

There is an issue, which we are facing in Oracle RightNow towards the creation of answers,

The scenario is that, there is an existing workflow for answer creation based on the predefined templates. while clicking on the answer option, the answer workspace loads, and there is a choose template button in the workspace. Upon clicking that the list of answers will be loaded (using a report in the workspace), choosing an answer from the report displayed on the workspace in turn will load the predefined answer template.

Up to this it works fine, the challenge, which we face in this scenario, is that, whenever we try saving the answer, a new answer apart from the chosen template is also being created. That is if the chosen template Answer ID is (002), the new answer, which is being saved along with the chosen template is (001).

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