Issue: Cases not being created
Many factors can contribute to why a case may not have been created. Here are a couple of situations to watch for:
1 Deleting a survey database
Deleting a survey database that is used by a trigger may result in cases not being created. When a survey database is deleted, the new database restarts the response Ids at 1. Cases contain a reference to the source survey respId which will no longer be valid if the source survey database is reset but cases are not reset.
Tip: Delete individual survey responses rather than the entire database.
2 Setting the Trigger Start Date
A situation can occur when a survey is started but not completed on the same day or within a short period of time. The reason is that triggers process using the interview_start date. For example:
A trigger is configured to process responses "within the last 1 day".
The trigger is configured to create a case when the condition Q10 == 1 is true.
A respondent begins a survey, but does not complete it the same day.
The next day, the respondent completes the survey, and in the process provides answer 1 to question Q10.
As the trigger is configured to only check based on the "start" date of 1 day, this survey will not result in a case being created.
Tip: Choose an evaluation period of 3 days or more.
Issue: Multiple Cases Created For Same Survey
In some cases you might experience more than one case being created for a survey. This can happen if you have more than one trigger defined for a survey.
Tip: If you need more than one trigger for a survey, ensure the filter conditions do not overlap.
Issue: Cases being created for old surveys
Sometimes it is necessary to manually update existing collected surveys to clean the data or for other reasons. Even if a trigger was created today, it is still possible that cases could be triggered for prior surveys based on the ongoing trigger evaluation period.
Issue: Adding New Users Does Not Provide Access to Existing Cases
When a case is created, the workflow case roles determine which users have permission to the case. If you modify the workflow to add additional users, the new users will not have access to existing/prior cases, only newly created cases.