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Workflow On Service Request Update (Doc ID 2454417.1)

Last updated on OCTOBER 18, 2018

Applies to:

Oracle Fusion Engagement Cloud Service - Version 11.13.18.02.0 and later
Information in this document applies to any platform.

Goal

Customer has created an workflow that would be executes when some SR field were updated (in my case: 'Queue' and 'Assigned to').

There are still few problems:

1| The user creates a new SR. Omnichannel does his work and associate that SR to a specific queue and resource.
Customer is expecting to see a new activity created when 'Queue' or 'Assigned to' is changed (updated by FUSION_APPS_CRM_ESS_APPID) from null/empty to anything.
The problem is that no new Activity was created.

2| After SR creation the user changed manually the Queue, or the Assigned to (even if they were already filled) and save the SR.
  Customer is expecting to see a new activity created, but nothing happens.

3| The user has changed the workflow condition, adding 'Status' as a new condition. If it is updated, it creates a new Activity.
I tested to change it manualy on SR, and nothing happens (no activity created).


Workflow is working and it creates the activity in the following conditions:
a) SR was created
b) Even if it was already in a queue or not, if i change Severity (that's a field condition to be associated to another queue) and clean Queue and Assigned to, and on Actions -> Run Queue Assignment, it will be associated to another queue and it creates a new activity, as expected!

The Event point for workflow is defined to 'When a record is updated' and the condition is:
"if (isAttributeChanged('QueueName') || isAttributeChanged('AssigneePersonName') || isAttributeChanged('StatusCd')) return true;"

The action has only one configuration that is 'Task Creation'.
 

Solution

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In this Document
Goal
Solution


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