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Workflow On Service Request Update (Doc ID 2454417.1)

Last updated on NOVEMBER 28, 2019

Applies to:

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


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'.


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