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The incident prior to the new action, are these closed/completed incidents ?
If yes, then you also have to make sure the new action is available at that status.
In Process Designer, highlight the status and click on the property icon and then the collection
for 'Optional Action Instances'.
Make sure the new action is listed in the right column.
Thanks for responding. The older incidents are still in progress, they have not been closed. So are you saying the new action should be available for older (i.e. those created prior to the process being changed) incidents created with the same process?
Yes, Brian is saying that if you have an Incident that was logged yesterday and it is at a status of Open and you add a new optional action to the Open status of that process today, it should be there and available.
You need to check that you have added the optional actions to the statuses that old incidents are at and I'd also just revert back to employing the old favourite of design changes to processes which is to do an iisreset and then see if your problem persists.
I'm not an expert, but I do know you need to make the new action available at each status you want it displayed, not just closed/completed.
Thanks for the input. Knowing that it should work made me think more about what I was trying to do. I had a pre-condition on the action that was based on a new true/false attribute being checked or unchecked. Because is was a new attribute the value was null in the database for the older records. I ran a query to update the nulls to zero and now the action is available for all the incidents. My condition was only checking for zero, not null.
Ah yes! That's something to always be aware of. If you change the logic in the process, is it being comprimised by the existing data set not having the correct values. As a point of good practice with 7.4 only, I'm afraid, when you create the boolean always set a defuelt value and get it to backfill the data.
Thanks for that bit of information. I was planning to upgrade to 7.4 soon, one more reason to do so......