Custom Object "Service Request" not triggering

(Doc ID 2363267.1)

Last updated on FEBRUARY 20, 2018

Applies to:

Oracle Fusion Sales Cloud Service - Version 11.12.1.0.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.12.1.0.0 version, Microsoft Outlook

ACTUAL BEHAVIOR
---------------
The customer has a custom object "Service Request" under Sales-> Custom that is enabled for OSC Outlook. However, when the user creates SR type objects and syncs them with OSC from Outlook, the SR numbers are not populated in the resulting items.

EXPECTED BEHAVIOR
-----------------------
Customer expects the Service Requests that sync over from Outlook to contain populated SR numbers.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Customer creates an SR in OSC Outlook.
2. Customer performs a sync.
3. SR in OSC does not have SR number populated.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot populate SR numbers in SRs created in Outlook.

Cause

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