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Unable to add more "then" actions to a rule
Answer ID 6817   |   Last Review Date 10/31/2018

Why am I unable to add more Then actions to a rule?

Environment:

Business Rules
Oracle Service Cloud, All versions

Issue:

The Add Action - Then button is no longer available for a rule in Edit mode.

Resolution:

If any rule already has actions added to the Then section, and the last one is a Transition State one (could be either Transition State and Continue or Transition State and Stop), the Add Action - Then button will no longer be available.

The actions in any section are appended in the order they are added, without the possibility to reorder them without being removed. The Transition State actions are final actions, in the sense that no other action can be added after them. The Transition States assure the item under analysis is passed on to another state.

To add another action to the Then section, which ends in a Transition State, the following steps need to be followed:

1. Make note of the state where the Transition State action is pointing (this will be needed when the Transition State action will be re-added later on);

2. Remove the Transition State action (check the delete action checkmark on the right of the action);

3. Add any other required actions to the Then section of the rule;

4. Re-add the previously removed Transition State action.

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