Auto Create Service Request Rule Fails Due To Service Request Open Status Being End-Dated (Doc ID 1341024.1)

Last updated on SEPTEMBER 06, 2016

Applies to:

Oracle Email Center - Version 12.1.2 to 12.1.3 [Release 12.1]
Information in this document applies to any platform.

Symptoms

R12 Customer is unsuccessful in creating an SR automatically according to his Auto Create SR rule within email center. This has been reported only since the SR Status 'Open' was recently end dated

Expected Behavior

SR is created once an email is received by the customer that satisfies the auto create SR rule

Steps to Reproduce

(R) Service
(N) Setup > Service Status > Open > end date

Then test the email center auto-create rule using the below following steps                                                   
    
(R) Email Center Admin responsibility                             
(N) Create an Auto Processing rule                                 

Subject / Contains / Service                                 
Action - Create Service Request                             

Send an incoming Email and a new SR does not get created.

Changes

Service Request Open status end dated 

Cause

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