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Escalating A Service Request Does Not Sent Notifications (Doc ID 1389887.1)

Last updated on JULY 14, 2020

Applies to:

Oracle Teleservice - Version 12.1.3 and later
Information in this document applies to any platform.

Symptoms

Escalation assignee and contacts don't receive email notifications when escalating a SR.


Expected Behavior

Expect that when escalating a Service Request, the workflow is triggered to notify the assignee and contacts.

Steps To Reproduce

1. Open a SR
2. Tools1 >> Request Escalation
3. Enter an assignee, and select a contact. Make sure check Notify and Requester checkboxes
4. Save the record.
5. Nobody Receives an email

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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