If you're viewing a care package in a purchasing screen within a workflow step, and there are no icons in the yellow header for a service type, it means the services have been proposed on a different workflow step and not correctly finished.
This can happen where the purchasing screen has been removed from a workflow step type while there are still proposed services in progress. What happens is that these services remain in a proposed state when the workflow step is completed.
This can be resolved by transferring the service proposal to a new step. Carry out the following steps
Save the workflow step you have identified this issue in or create a new one. We need it to be saves so it is in a 'started' state in order to transfer the service proposal to it. If you exit without saving, there won't be a step record to transfer to.
Note down the Workflow Step ID for the step. This is displayed in the Step Summary screen, or in Workflow History accessed from the Person Summary Screen.
Raise a new case online and reference the title of this article. Please provide both the Client ID and the Workflow Step ID you wish to have the proposed services transferred to. Please also provide a full-size redacted screenshot of the purchase step.
Self-Hosted Customers Only: Along with the above, please run the SQL below amending it with the ID of the affected service user where it asks you to in the WHERE clause. Then attach the results to the case.
SELECT cp.person_id, cpc.WORKFLOW_STEP_ID, mws.STEP_STATUS, sc.LIVE, mwst.DESCRIPTION as StepDesc,
mwat.PACKAGE_TYPE_ID, mwat.IS_AVAILABLE, mws.COMPLETED_ON, mws.STARTED_ON, cpc.id as CPC_ID,
sc.id as SC_ID, sc.change_id, sc.SERVICE_TYPE_ID
from care_package_changes cpc join care_packages cp on cpc.care_package_id = cp.id
left join service_changes sc on sc.CHANGE_ID = cpc.id
join mo_workflow_steps mws on mws.workflow_step_id = cpc.WORKFLOW_STEP_ID
join MO_WORKFLOW_ACTIVITY_TYPES mwat on mwat.WORKFLOW_ACTIVITY_TYPE_ID = cpc.WORKFLOW_ACTIVITY_TYPE_ID
join mo_workflow_Step_types mwst on mwst.WORKFLOW_STEP_TYPE_ID = mws.WORKFLOW_STEP_TYPE_ID
where cp.PERSON_ID = [Person_ID Here]
order by mws.STARTED_ON desc
If you are hosted, we will transfer the service for you and identify any other records with the same issue. If you are self-hosted, we will send you a script to identify the cases and do the transfer.