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Changing SR Severity To One Not In Contract Coverage Does Not Trigger SLA Calculation In HTML (Doc ID 1314378.1)

Last updated on MARCH 08, 2017

Applies to:

Oracle Customer Support - Version 12.1.2 to 12.1.2 [Release 12.1]
Information in this document applies to any platform.

Symptoms



On : 12.1.2 version, Create Service Request


Find that Changing SR severity does not trigger SLA calculation in HTML if the severity is not contained in contract. Respond By and Resolve By should be blank here.

EXPECTED BEHAVIOR
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Expect that Respond By and Resolve By should be blank here.

STEPS TO REPRODUCE
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The issue can be reproduced at will with the following steps:
1. Navigate to Agent Dashboard
2. Select a SR
3. View SR Contract details
4.. View its severity and SLA calculation
5. Change current severity to another one contained in Contract
6. It triggers SLA calculation, Respond By and Resolve By is based on SLA rule. It’s right result.
7. Change current severity to another one not contained in Contract
8. It doesn’t trigger SLA calculation. Respond By and Resolve By are not blank

Cause

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In this Document
Symptoms
Cause
Solution
References


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