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Milestones Not Applied To Service Requests (Doc ID 2487432.1)

Last updated on NOVEMBER 28, 2019

Applies to:

Oracle Fusion Engagement Cloud Service - Version 11.13.18.01.0 to 11.13.17.10.0 [Release 1.0]
Information in this document applies to any platform.

Symptoms

On : 11.13.18.10.0 version, Service Requests

ACTUAL BEHAVIOR
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Milestones not applied to Service Requests

Milestones not applied to Service Requests


1. Nav : Contract Management > Contracts > Task
 
2. Select “Manage Availability”.
  Define New Schedule with Exceptions (Public Holiday)

3. Task “Standard Coverage”
  Define Coverage “XXX Standard Coverage” with seeded Milestones “First Response” and “Resolution”
 
4. Task “Default Coverage”
  Assign Coverage “XXX Standard Coverage” as “Global”
 
5. Create a new Service Request, but Milestones are not applied.
 
6. Tried “Actions > Update Service Request Milestones” and no change.

7. Also run "Monitor Service Request Milestones" but no change.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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