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Dispute Management - adding new system status

Nov 14, 2017 at 04:38 PM


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We have a custom dispute status 51 'Dispute closed but Payment Outstanding' that allows a dispute to be closed even with a disputed amount not zero. This status was mapped to system status 003 External Processing.

003 allowed us to reopen the dispute case back to 'In process' (note that using system status 007 'closed' will not allow us to reopen) but we have recently implemented support packs that have changed how system status 003 works (it activated a validation) and it will now not allow the dispute case to be reopened

We changed the mapping of 51 from 003 to 002 In Process as this allows dispute to be reopened. However we have another requirement that the dunning block should be removed when changing status from 'in process' to 51. System status 002 does not do this (note we added 003 to Define Document Changes config so that dunning block is removed)

So we can't use system status 003 or 002, all the others won't allow the case to be reopened or don't remove the dunning.

How can I create a new system status that can be reopened and we can add to the Document Changes config to remove the dunning block? there doesn't appear to be any config for this.


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