Orchestrator R37 Upgrade: Create Case Steps Complete on "Cancelled" Status

Symptom

After upgrading the Orchestrator (cspofa) package to R37, cancelling a case (e.g., a Perform Install case) causes downstream orchestration steps to execute unexpectedly. Steps like "Manage Subscription" and "Courtesy Call" cases are being created even when the original case was cancelled, not closed.

This behavior was not present in the pre-R37 version of the package.

Cause

The R37 Orchestrator package changed the condition that determines when a "Create Case" orchestration step completes:

Version	Condition	Behavior
Pre-R37 (v1.228.x)	status == 'Closed'	Step completes only when case Status is exactly "Closed"
R37 (v33.6.x)	IsClosed == true	Step completes when the Salesforce IsClosed flag is true

The IsClosed field is a standard Salesforce formula field that evaluates to true for any "closed" status category -- including custom statuses like "Cancelled" that are mapped to the Closed status category.

As a result, setting a case to "Cancelled" (which sets IsClosed = true) now causes the Create Case step to complete, triggering all downstream dependent steps.

Resolution

Option 1: Prevent IsClosed from being set on cancellation

Review your case status configuration and ensure that the "Cancelled" status is not mapped to a Closed status category in Salesforce Setup. However, this may affect other processes that depend on IsClosed behavior.

Option 2: Add a condition step after the Create Case step

Modify your orchestration process template to add a Condition step after the Create Case step that checks the case's actual status. Create a branching path:
- If status = "Closed" (genuinely closed) → proceed to downstream steps
- If status = "Cancelled" → skip downstream steps or route to a cancellation path

This approach preserves the new R37 behavior while giving you control over which downstream steps execute.

Option 3: Ensure IsClosed is not set to true when cancelling

In your case cancellation logic, ensure you are only updating the case Status field to "Cancelled" without triggering the IsClosed flag. Check if any workflow rules, process builders, or triggers are setting IsClosed during the cancellation process.

Additional Notes

• This is a deliberate behavior change in R37, not a bug. The new version uses the standard Salesforce IsClosed flag, which is the correct and platform-recommended way to check for case closure
• Reverting to the pre-R37 package version is not supported by either CloudSense or the Salesforce platform
• If you need assistance designing the best orchestration template modification for your use case, contact your Account Manager