Approval Status Not Reflected In Service Request Form Even Though SR Type is Mapped to Responsibility (Doc ID 1089851.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Teleservice - Version 12.1.1 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.
checked for relevance on 06-SEP-2013

Symptoms

On : 12.1 version, Service request, Find that after the approver has approved the notification, the status is not changed to "Approved" from "Approval Pending" status.

Expected Behavior:
 to see the approval status to change to "Approved".

Steps to Reproduce:
The issue can be reproduced at will with the following steps:
1. (R) Service > (N) Create Service Request > (B) Submit For Approval.
2. Define Required SR Status with Immediate Status, Rejection Action & Approval Action.
3. Notification is triggered to concerned person For approval.
4. After approval still the status remain pending for approval.

No workaround with security ON but, the issue is not reproducible with security disabled.
The issue happens only when SR security is enabled even-though there is a proper mapping of service request type to responsibility.

Business Impact:
Due to this issue, users cannot approve service requests in a normal Business environment with security enabled.

Cause

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