R12: Escalation Business Events Not Firing Causing Notifications to Not Be Sent

(Doc ID 1163244.1)

Last updated on DECEMBER 15, 2016

Applies to:

Oracle Teleservice - Version 12.0.4 and later
Information in this document applies to any platform.
***Checked for relevance on 23-FEB-2013***

Symptoms

Within 12.0.6

Find that after creating business rule for automatic generation of notifications from Business Rule Workbench, not able to generate automatic notifications as well as escalation tasks.

This was discovered from the Service Request Workflow.

EXPECTED BEHAVIOR
-----------------------
Expect to be able to generate notifications and escalation tasks

STEPS
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The issue can be reproduced at will with the following steps:
1. Create Business Rule
2. Set Workflow attributes
3. Validate rule
4.Generate Rule
5.Create SR matching conditions of Severity, Status and Close Date
6.Wait for 5 minutes. Run Workflow Background Process and wait for it to complete
7.No notifications generated

Cause

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