TeleService: Any SR Number Will Be Shown as Red After Pressing F11 (Search) After an Escalated SR (Doc ID 1361758.1)

Last updated on MAY 31, 2016

Applies to:

Oracle Teleservice - Version 12.1.2 and later
Information in this document applies to any platform.

Symptoms


Actual Behavior

Any SR number will be red after pressing F11 search in a SR which has been escalated. It would be normal after closing SR form and query it again.

Expected Behavior

SR number should not be red if this SR has never been escalated.

Steps To Reproduce


(R) Service
(N) Service Requests > Create Service Requests

  1. Create a Sr and Escalate it
  2. Create one more SR and no escalation here
  3. Query the 1st SR . The incident number changes to the colour set in the profile Service:Visual Attribute for Setting Color for SR Number if  SR is escalated
  4. Now without closing the form, query the second SR. The Incident Number for this SR also shows in the same color, although it has never been escalated.


 

Cause

Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms