MSS Clearing Work Queues from Completed Tasks When User Marks his/her Work Queue as Unavailable (Doc ID 1991128.1)

Last updated on FEBRUARY 22, 2017

Applies to:

Oracle Communications MetaSolv Solution - Version 6.2.1 and later
Information in this document applies to any platform.

Symptoms

PROBLEM STATEMENT
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After entering unavailable periods for work queues MSS cleared it from completed tasks that were assigned to them.

The problem does not happen when the work queue is made unavailable, but after that, when an order with a task completed by the owner of that work queue has its Due Date changed.

STEPS
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1. an employee that owns a work queue is made unavailable for certain period;
2. an order for which this employee has completed a task needs to have its Due Date changed;

3. MSS advises that:
               The work queue WQWQWQWQ is not available for task TTTTTTTT

4. User updating the DD goes ahead and save the changes

    ===> work queue ENG_ATM was cleared from completed tasks assigned to it in the above period.


BUSINESS IMPACT
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Completed tasks should not be cleared of the information about the work queue used to complete them.
Audit needs the history to be kept.


Cause

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